Job Title: Assistant CRM & CRE Executive – Service
Company: Adventic Suzuki
Location: Karamana, Trivandrum
Employment Type: Full-time | Permanent
Work Location: In person
Reporting To: CRM – Service
Job Summary
Adventic Suzuki is seeking a CRM & CRE Executive – Service to manage customer relationships and support service customer engagement activities.
The role will focus on service appointment generation, service reminders, customer follow-ups, post-service calls, complaint coordination, customer retention, feedback collection, and CRM/DMS management. The Executive will work closely with the Service CRM, Service Advisors, and workshop team to ensure a smooth and positive customer experience.
The ideal candidate should have excellent communication skills, strong follow-up discipline, good customer-handling abilities, and a customer-first approach.
Key ResponsibilitiesCustomer Relationship Management
- Handle customer calls and enquiries related to vehicle servicing and maintenance.
- Build and maintain positive relationships with existing service customers.
- Understand customer requirements and coordinate with the Service team for appropriate support.
- Provide customers with information regarding service schedules, maintenance, service campaigns, and dealership facilities.
- Maintain professional communication with customers at all times.
Service Appointment & Follow-Up
- Contact customers whose vehicles are due for periodic service.
- Generate and schedule service appointments through systematic customer follow-ups.
- Follow up on missed, cancelled, and postponed appointments.
- Coordinate customer appointments with Service Advisors and the workshop.
- Follow up with customers regarding vehicle service status and delivery schedules.
- Support the Service team in improving workshop occupancy and service retention.
Service Reminder & Retention
- Conduct regular service reminder calls based on customer service schedules.
- Follow up with customers who have not returned for scheduled services.
- Identify inactive and lost service customers and conduct reactivation calls.
- Support customer retention campaigns and service loyalty initiatives.
- Encourage customers to continue servicing their vehicles at Adventic Suzuki.
Post-Service Customer Follow-Up
- Contact customers after vehicle delivery from the workshop.
- Check customer satisfaction regarding service quality, vehicle delivery, communication, and overall experience.
- Collect and accurately record customer feedback.
- Identify dissatisfied customers and immediately inform the CRM – Service.
- Follow up on customer complaints until they are appropriately addressed.
- Encourage satisfied customers to provide referrals and positive feedback.
CRM & DMS Management
- Maintain accurate customer and vehicle information in the CRM/DMS.
- Update all customer calls, interactions, appointments, complaints, and follow-ups.
- Monitor pending and overdue customer follow-ups.
- Maintain accurate records of active, inactive, lost, and retained customers.
- Ensure all customer interactions are updated in the system on time.
- Maintain confidentiality and accuracy of customer information.
Complaint & Escalation Support
- Listen to customer concerns professionally and courteously.
- Record customer complaints accurately.
- Communicate complaints to the CRM – Service and concerned Service team members.
- Follow up with the concerned department regarding complaint resolution.
- Keep customers updated on the progress of their concerns.
- Escalate critical or unresolved issues promptly.
Reporting & CRM Support
- Assist the CRM – Service in daily customer relationship activities.
- Prepare daily and weekly reports on:
- Service reminder calls
- Appointments generated
- Appointment conversions
- Missed appointment recovery
- Post-service calls
- Customer complaints
- Customer feedback
- Service retention
- Highlight pending follow-ups and important customer concerns to the CRM – Service.
- Support customer engagement campaigns and service-related activities.
Key Performance Indicators (KPIs)
- Service appointment generation
- Appointment conversion
- Service reminder call performance
- Customer follow-up efficiency
- Service retention
- Missed appointment recovery
- Inactive customer reactivation
- Post-service follow-up completion
- Customer satisfaction
- Customer feedback collection
- Complaint follow-up
- CRM/DMS update accuracy
- Timely completion of assigned CRM activities
Requirements & Qualifications
- Minimum 1–3 years of experience in CRM, customer relationship management, telecalling, automobile dealership, service coordination, or a similar role.
- Automobile or two-wheeler service centre experience will be an advantage.
- Excellent verbal and written communication skills.
- Strong customer-handling and follow-up abilities.
- Good telephone etiquette.
- Basic knowledge of MS Office, particularly Excel.
- Experience with CRM/DMS software preferred.
- Strong organisational skills and attention to detail.
- Ability to coordinate effectively with Service Advisors and workshop staff.
- Customer-focused and target-oriented approach.
Key Skills
- Customer Relationship Management
- Service CRM
- Customer Engagement
- Service Appointment Generation
- Service Reminder Calls
- Customer Follow-Up
- Customer Retention
- Post-Service Follow-Up
- Complaint Coordination
- CRM/DMS Management
- Telecalling
Pay: ₹10,000.00 - ₹15,000.00 per month
Benefits:
Work Location: In person
