This role focuses on maintaining high levels of customer satisfaction by serving as the primary bridge between the dealership and vehicle owners. It involves managing post-service feedback, resolving grievances, and ensuring that every customer interaction reflects the brand's commitment to excellence.
Key Responsibilities
- Conduct Post-Service Feedback (PSF) and Post-Sales Feedback calls to measure customer satisfaction levels.
- Handle and resolve customer complaints within the stipulated Turnaround Time (TAT) to prevent escalations to the OEM.
- Maintain accurate and up-to-date customer records and interaction logs in the Dealer Management System (DMS).
- Coordinate with the Workshop and Sales teams to ensure timely resolution of customer queries or technical concerns.
- Proactively call customers to schedule periodic maintenance services and remind them of upcoming insurance renewals.
- Prepare daily and weekly reports on feedback trends, common complaints, and satisfaction scores for the management team.
- Promote value-added services such as Extended Warranty, Annual Maintenance Contracts (AMC), and Roadside Assistance.
- Assist in organizing customer engagement events, service camps, and new vehicle delivery ceremonies.
Requirements
- Graduate degree in any stream (B.A., B.Com, B.Sc., or BBA) from a recognized university.
- Fluency in English and the local regional language is mandatory for effective communication.
- Working knowledge of Microsoft Office, especially Excel for data management and reporting.
- Strong tele-etiquette and the ability to remain calm while handling disgruntled customers.
- High level of patience and empathy to understand customer pain points.
- Ability to work in a target-driven environment focused on CSI (Customer Satisfaction Index) scores.
Preferred
- 1-2 years of experience in a customer service role within an authorized automobile dealership.
- Familiarity with automotive DMS software like SAP, Autoline, or OEM-specific platforms.
- Basic understanding of car/two-wheeler mechanical components and service terminologies.
Skills
Technical
CRM Software Navigation, Data Entry & Management, Microsoft Excel, Report Generation, Drafting Professional Emails
Soft Skills
Conflict Resolution, Active Listening, Persuasion, Multi-tasking, Interpersonal Communication
Qualifications
Education: Bachelor's Degree (Any Stream)
Experience: 0-3 years in Customer Relations or Front Office
Certifications: Soft Skills Training (Preferred), CRM Operations Certification (Optional)
Work Environment
Standard dealership office environment; 6-day work week; 9:30 AM to 6:30 PM shift; requires significant time on phone calls.
Growth Opportunities
Potential to move into roles such as Senior CCE, Customer Relations Manager (CRM), or Service Advisor based on performance and technical inclination.