Job Summary
The Customer Relationship Executive (CRE) manages customer interactions, handles service bookings, and drives retention through telecalling. This role bridges the gap between the two-wheeler workshop and the vehicle owners to ensure high customer satisfaction and repeat business.
Core Responsibilities 1. Telecalling & Outbound Engagement
- Service Reminders: Call customers to remind them of due periodic maintenance services (PMS).
- Follow-up Calls: Contact customers 24–72 hours post-service to collect feedback on repair quality.
- Lost Customer Recovery: Reach out to inactive customers with special offers to win them back.
- Campaign Promotion: Inform clients about seasonal service camps, insurance renewals, and extended warranties.
2. Inbound Coordination & Booking
- Appointment Scheduling: Manage daily workshop booking slots via phone, WhatsApp, or app requests.
- Query Resolution: Answer incoming calls regarding service costs, spare parts availability, and delivery status.
- Complaint Handling: Act as the first point of contact for dissatisfied customers and escalate issues to the Service Manager.
3. Data Management & Reporting
- CRM Updating: Log call outcomes, customer feedback, and updated contact details accurately into the system.
- Daily Reports: Maintain records of total calls made, appointments booked, and conversions achieved.
Key Performance Indicators (KPIs)
- Service Booking Conversion Rate: Percentage of called customers who book a service.
- Customer Satisfaction Score (CSAT): High ratings on post-service feedback calls.
- Call Volume: Meeting daily target quotas for outbound and inbound calls.
Job Requirements & Qualifications Education & Experience
- Qualification: Graduate in any stream.
- Experience: 1–3 years in telecalling, customer service, or automobile dealership front-office operations.
Essential Skills
- Languages: Fluency in the local language and basic English (both spoken and written).
- Communication: Clear, polite, and persuasive telephone etiquette.
- Computer Knowledge: Basic knowledge of MS Excel, data entry, and Automobile CRM software (e.g., dealer management systems) .
- Product Knowledge: Basic understanding of two-wheeler and common service terms
Work Environment
- Location: Navin Hero Motocorp Service Katpadi.
- Type: Full-time, on-site role.
Job Type: Full-time
Pay: ₹10,000.00 - ₹13,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Leave encashment
- Provident Fund
Language:
Work Location: In person
