- Ensure a world-class customer experience at every stage of the service process.
- Handle customer concerns, complaints, and escalations promptly while ensuring timely resolution.
- Conduct post-service follow-up calls to measure customer satisfaction and collect feedback.
- Monitor and improve Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and retention metrics.
- Coordinate with Service Advisors, Workshop Controller, Parts Department, and Service Manager to ensure seamless customer communication.
- Manage customer appointments, service reminders, warranty follow-ups, and periodic maintenance campaigns.
- Maintain accurate customer records in the CRM/DMS system and ensure data quality.
- Prepare daily, weekly, and monthly reports on customer feedback, complaints, repeat repairs, and service quality.
- Identify dissatisfied customers and implement recovery actions to enhance customer loyalty.
- Support customer engagement programs, loyalty campaigns, and dealership events.
- Ensure compliance with OEM customer handling standards and dealership SOPs.
- Train and guide front-office and service teams on customer handling best practices.
- Prior experience in car workshop preferred
Pay: ₹35,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
Work Location: In person
