Job Title:
Customer Relationship Executive (CRE) – Workshop
Department:
Service / Customer Experience
Location:
Dealership Workshop
Reporting To:
Service Manager / GM – Service
Job Purpose:
To ensure a superior customer experience at the workshop by managing customer interactions, handling feedback, ensuring timely follow-ups, and supporting service operations to enhance customer satisfaction and retention.
Key Responsibilities:1. Customer Handling & Interaction
- Greet customers visiting the workshop in a professional and courteous manner
- Understand customer concerns and guide them to the appropriate Service Advisor
- Maintain a positive first impression of the workshop
2. Appointment & Follow-ups
- Schedule service appointments and manage workshop bookings
- Conduct timely follow-ups with customers regarding service status
- Remind customers for periodic maintenance and pending services
3. Customer Feedback & Complaint Handling
- Collect feedback post service (via calls, messages, or feedback forms)
- Handle customer complaints effectively and escalate critical issues to management
- Ensure closure of complaints within defined TAT
4. CRM Management
- Update customer data in CRM system accurately
- Maintain service history and interaction records
- Generate daily/weekly reports on customer feedback and satisfaction
5. Customer Retention Activities
- Inform customers about service campaigns, special drives, and offers
- Engage with inactive customers to bring them back to the workshop
- Support in implementing customer loyalty initiatives
6. Coordination with Internal Teams
- Coordinate with Service Advisors, Floor Supervisors, and Parts team
- Ensure smooth communication between customer and workshop staff
- Track vehicle delivery timelines and update customers proactively
7. Delivery Experience Management
- Ensure proper vehicle delivery experience (cleanliness, explanation of work done)
- Confirm customer satisfaction at the time of delivery
- Highlight additional service recommendations politely
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT)
- Customer Retention Rate
- Number of Follow-ups & Conversions
- Complaint Resolution TAT
- Repeat Workshop Visits
Required Skills:
- Strong communication and interpersonal skills
- Customer handling & problem-solving ability
- Basic knowledge of automobile service process (preferred)
- CRM/software handling skills
- Ability to work under pressure
Qualifications & Experience:
- Graduate in any discipline (preferred)
- 1–3 years of experience in customer service (automobile industry preferred)
- Freshers with good communication skills can also be considered
Behavioral Competencies:
- Customer-centric mindset
- Patience and empathy
- Professional appearance and attitude
- Team player with coordination skills
Only Interested & similar experienced candidates can call or message on 7611100357
Job Type: Full-time
Pay: ₹8,000.00 - ₹15,000.00 per month
Benefits:
Work Location: In person
