This role focuses on maintaining and enhancing long-term bonds with our valued clientele through proactive engagement and personalized service. It involves acting as the primary point of contact for post-purchase queries and ensuring a seamless experience throughout the vehicle ownership lifecycle to drive brand loyalty.
Key Responsibilities
- Manage end-to-end customer interactions from vehicle delivery through the entire ownership period to ensure high satisfaction levels.
- Proactively reach out to customers for service reminders, insurance renewals, and loyalty program updates to maintain continuous engagement.
- Analyze customer feedback and Net Promoter Scores (NPS) to identify service gaps and implement corrective measures.
- Coordinate with the workshop and sales departments to resolve complex customer grievances within the defined Turnaround Time (TAT).
- Maintain accurate and detailed records of all customer interactions and feedback in the Dealer Management System (DMS).
- Organize and execute customer engagement events such as service camps, new launch previews, and weekend workshops.
- Educate customers on value-added services, extended warranties, and genuine accessories to enhance their ownership experience.
- Monitor and report on customer retention trends and post-service follow-up (PSF) results to the senior management.
Requirements
- Proven track record in customer service or relationship management within the automotive, hospitality, or retail sector.
- Exceptional verbal and written communication skills in English and the local regional language.
- Proficiency in using CRM software or Dealer Management Systems (DMS) like Autoline or e-DMS.
- Strong problem-solving abilities with a calm and professional demeanor when handling difficult situations.
- Comfortable working in a 6-day work week schedule within a high-pressure dealership environment.
- Basic understanding of motor insurance, vehicle warranties, and automotive service cycles.
Preferred
- Previous experience with a major automotive OEM dealership (e.g., Maruti Suzuki, Hyundai, Mahindra, or Tata Motors).
- Valid IRDA certification for motor insurance sales and renewals.
- Experience in managing high-net-worth (HNI) clients for luxury or premium vehicle segments.
Skills
Technical
CRM/DMS Operations, Microsoft Office Suite (Excel & PowerPoint), Data Analysis, Motor Insurance Knowledge, Service Lifecycle Management
Soft Skills
Empathy, Active Listening, Conflict Resolution, Time Management, Interpersonal Networking
Qualifications
Education: Graduate in any stream (B.Com, BBA, BA); MBA in Marketing or CRM is preferred
Experience: 2 to 5 years of experience in customer-facing roles within an authorized dealership or service center
Certifications: OEM Customer Excellence Certification, IRDA License (Optional)
Work Environment
This is an on-site role based at the dealership showroom and service center, involving 6-day work weeks with standard Indian automotive industry hours (typically 10 AM to 7 PM).
Growth Opportunities
Successful candidates can transition into roles such as Senior Relationship Manager, CRM Head, or Service Manager. We offer a structured career path within our pan-India network of dealerships.
