Customer Relationship Executive

Role Objective & Key Responsibilities:

* Make outbound calls to potential customers for Periodic service reminders

Appointment follow-ups.

* Call customers for service campaigns, recalls, and special offers.

* Follow up on missed or cancelled appointments until the vehicle is reported to the workshop

* Conduct N-1 day confirmation calls for workshop service appointments (PMs) and prepare location-wise daily appointment sheets

* Clearly explain service benefits, marketing offers, and workshop facilities while booking appointments

* Schedule service appointments accurately in OAB software / DMS

* Send appointment confirmations through SMS, WhatsApp, and email

* Handle basic customer queries related to Service types, Appointment slots, Estimated service cost.

* Maintain proper call etiquette and adhere to brand communication standards for outbound calls.

* Update customer details in Skyline (contact number, email ID and address), call remarks, and outcomes accurately in the data sheet

* Coordinate with Service Advisors and Workshop team for Estimation-related queries, Specific service requirements, Parts availability.

* Achieve assigned daily and monthly appointment targets

* In case of customer concerns (e.g., NVH), perform proper probing using the 5W2H methodology to capture details accurately before booking the appointment.

* Escalate customer complaints or special cases to the manager so that the customer is retained by giving assurance.