Position: Customer Care Representative (CCR)
Department: Customer Relationship / Service Department
Industry: Automobile Dealership
Location: [Location]
Experience: 1–3 Years in Customer Service / Automobile Dealership preferred
Qualification: Graduate / Any relevant qualification
Job Responsibilities:
- Handle customer calls, inquiries, complaints, and service-related queries professionally.
- Coordinate with customers for vehicle service appointments, follow-ups, and reminders.
- Make outbound calls to customers regarding service schedules, offers, campaigns, and vehicle maintenance.
- Maintain regular follow-up with customers after vehicle delivery and service.
- Collect customer feedback regarding showroom and service centre experience.
- Handle customer complaints and coordinate with the concerned department for timely resolution.
- Maintain accurate customer records and update details in the CRM/DMS system.
- Coordinate with Service Advisors, Sales Team, Workshop, and other departments to resolve customer concerns.
- Inform customers about vehicle service schedules, warranty, AMC, insurance, and other relevant services.
- Conduct customer satisfaction calls and ensure a positive customer experience.
- Maintain daily call reports, follow-up records, and customer feedback reports.
- Support customer retention and improve repeat service visits.
- Achieve assigned calling, appointment, follow-up, and customer satisfaction targets.
- Ensure professional communication and maintain good relationships with customers.
Required Skills:
- Excellent communication and interpersonal skills.
- Good Hindi, English, and Gujarati communication skills preferred.
- Customer-oriented and polite approach.
- Good follow-up and convincing skills.
- Basic computer knowledge and proficiency in MS Office.
- Experience with CRM/DMS software will be an advantage.
- Ability to handle customer complaints calmly and professionally.
- Good coordination and time-management skills.
- Ability to work in a target-oriented environment.
Key Performance Indicators (KPIs):
- Number of service appointments generated.
- Customer follow-up and retention.
- Customer satisfaction and feedback scores.
- Complaint resolution and response time.
- Daily calling and follow-up targets.
- Repeat service/customer retention ratio.
Preferred Candidate Profile:
Candidates with experience as Customer Care Executive, Customer Relationship Executive (CRE), Telecaller, Service Coordinator, or Customer Support Executive in an automobile dealership/service centre will be preferred.
Salary: As per experience and industry standards.
Pay: From ₹18,000.00 per month
Work Location: In person
