Senior Customer Relationship Executive (Service)
We are seeking an experienced and customer-focused Senior Customer Relationship Executive (Service) to join our Service Department. The ideal candidate should have prior experience in the automobile industry, possess excellent communication skills, and be passionate about delivering exceptional customer service. The role involves handling customer interactions, coordinating service appointments, resolving customer concerns, and ensuring a premium service experience throughout the customer journey.
Key Responsibilities
- Manage customer interactions for the Service Department, ensuring a seamless and professional customer experience.
- Schedule and coordinate service appointments with customers.
- Welcome customers, understand their service requirements, and coordinate with Service Advisors.
- Handle customer queries, complaints, and escalations promptly and professionally.
- Conduct service follow-up calls to ensure customer satisfaction.
- Coordinate with workshop and service teams to provide timely updates on vehicle status.
- Monitor customer feedback and work towards improving Customer Satisfaction (CSI) scores.
- Maintain accurate customer records and update CRM systems.
- Ensure timely closure of customer complaints and service requests.
- Prepare service-related reports and maintain departmental documentation.
- Support customer retention initiatives and service campaigns.
- Guide and mentor junior Customer Relationship Executives when required.
Requirements
- Bachelor's degree in any discipline.
- Minimum 2–5 years of experience as a Customer Relationship Executive in an Automobile Service Department.
- Strong knowledge of customer service processes within the automotive industry.
- Excellent verbal and written communication skills in English and Tamil.
- Strong interpersonal, problem-solving, and conflict-resolution skills.
- Proficiency in MS Office and CRM/customer management systems.
- Ability to handle multiple customers and priorities in a fast-paced environment.
Preferred Skills
- Experience working in premium or luxury automobile dealerships is an added advantage.
- Customer-centric mindset with a professional and positive attitude.
- Strong coordination and organizational skills.
- Ability to handle escalated customer concerns with empathy and confidence.
- Team player with leadership potential.
Pay: Up to ₹30,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
