This role acts as the primary link between the dealership and its customers, ensuring a seamless journey from the initial inquiry to the final vehicle delivery. It involves proactive lead management, maintaining high levels of customer engagement, and ensuring all interactions are accurately captured in the Dealer Management System.
Key Responsibilities
- Manage and track all incoming leads from digital platforms, walk-ins, and telephonic inquiries.
- Conduct timely follow-up calls to prospective customers to schedule test drives and showroom visits.
- Maintain and update the Dealer Management System (DMS) with real-time data on customer interactions and lead status.
- Coordinate with Sales Consultants to ensure a smooth transition of leads and consistent communication.
- Collect post-sales and post-visit feedback (CSI/SSI) to measure and improve customer satisfaction levels.
- Assist in the preparation of sales documentation and coordinate with the Finance and Insurance departments.
- Handle customer queries and grievances professionally, ensuring timely resolution or escalation.
- Support the marketing team in executing promotional events, roadshows, and customer meet-ups.
Requirements
- Graduate degree in any stream (B.A., B.Com, B.Sc, or BBA).
- 1-3 years of experience in customer service, front-office, or sales support roles.
- Fluency in the local regional language and professional proficiency in English.
- Working knowledge of MS Office, particularly Excel and Word.
- Strong interpersonal skills with a customer-centric mindset.
- Professional grooming and etiquette suitable for a high-end retail environment.
Preferred
- Prior experience working in an authorized automobile dealership (2-wheeler or 4-wheeler).
- Familiarity with CRM software such as Salesforce or OEM-specific DMS.
- Experience in tele-calling or lead conversion within the retail sector.
Skills
Technical
CRM/DMS Navigation, Data Management, Lead Tracking, Microsoft Excel, Basic Automotive Knowledge
Soft Skills
Active Listening, Verbal Communication, Conflict Resolution, Persuasion, Multi-tasking
Qualifications
Education: Any Graduate
Experience: 1 to 3 years in Customer Relations or Sales Support
Certifications: OEM Customer Service Training (preferred), Basic Computer Certification
Work Environment
On-site showroom environment with a 6-day work week. Standard shift timings typically range from 9:30 AM to 6:30 PM.
Growth Opportunities
Potential for promotion to Senior CRE, Team Leader (Customer Relations), or transition into direct Sales Consultant roles with higher commission structures.