SERVICE CRE

This role acts as the primary point of contact for customers visiting the service center, ensuring a seamless and professional after-sales experience. The individual will manage customer flow, handle inquiries, and facilitate efficient communication between the service team and vehicle owners to drive satisfaction.

Key Responsibilities

• Greet customers upon arrival and manage the check-in process at the service reception desk.
• Maintain accurate records of customer interactions and service requests using the Dealer Management System (DMS).
• Coordinate with Service Advisors to update customers on vehicle service status and repair timelines.
• Handle inbound service-related queries via phone, email, and walk-ins with professionalism.
• Manage the customer lounge area to ensure a comfortable and welcoming environment.
• Capture customer feedback post-service and assist in resolving preliminary complaints or grievances.
• Ensure all documentation, including job cards and gate passes, is processed in compliance with OEM standards.

Requirements

• Excellent verbal and written communication skills in English and the local regional language.
• Proficiency in basic computer applications like MS Office and email.
• Ability to handle high-pressure situations and manage customer expectations effectively.
• Willingness to work a 6-day work week in a fast-paced retail automotive environment.
• Strong organizational skills with attention to detail for documentation.

Preferred

• Prior experience in an automotive dealership or customer service role.
• Hands-on familiarity with Dealer Management Systems (DMS) like SAP, Autoline, or similar.
• Knowledge of basic vehicle service terminology and processes.

Skills

Technical

DMS proficiency, Customer Relationship Management (CRM) tools, Basic service process documentation, Data entry and record keeping

Soft Skills

Active listening, Conflict resolution, Time management, Interpersonal communication, Professional etiquette

Qualifications

Education: Graduate in any stream (B.Com, BBA, or BA preferred).

Experience: 1-3 years in customer-facing roles, preferably within the automotive or hospitality sector.

Certifications: Basic computer literacy certification, Customer service excellence training (preferred)

Work Environment

On-site at an authorized dealership workshop. Standard operational hours are 9:00 AM to 6:00 PM, 6 days a week, with rotational weekly offs.

Growth Opportunities

High potential for internal promotion to Service Advisor, CRM Executive, or Team Leader roles based on performance and tenure within the organization.