Job Summary
Serve as the primary point of contact for customers visiting the Mahindra service center. Responsible for understanding customer concerns, preparing service estimates, coordinating with technicians, providing service updates, ensuring timely vehicle delivery, handling billing processes, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Welcome customers and conduct vehicle reception and preliminary inspection.
- Understand customer concerns and accurately document vehicle issues.
- Prepare job cards, repair orders, and service estimates.
- Explain recommended repairs, maintenance requirements, costs, and timelines to customers.
- Schedule and manage service appointments.
- Coordinate with workshop supervisors and technicians regarding repair progress.
- Monitor vehicle status and ensure timely completion of service jobs.
- Communicate service updates, additional repair requirements, and cost approvals to customers.
- Handle customer complaints and resolve service-related concerns professionally.
- Prepare invoices and explain completed work during vehicle delivery.
- Process payments and maintain service records.
- Follow up with customers after service completion to ensure satisfaction.
- Promote maintenance packages, accessories, extended warranties, and service campaigns.
- Maintain customer databases and service history records.
- Ensure compliance with dealership/service center quality standards and customer service policies.
Required Skills
- Excellent customer service and communication skills.
- Strong knowledge of automobile systems, maintenance, and repair processes.
- Ability to prepare service estimates and explain technical information to customers.
- Customer complaint handling and conflict resolution skills.
- Computer proficiency in Dealer Management Systems (DMS), CRM software, and MS Office.
- Organizational and multitasking abilities.
- Sales and upselling skills.
- Team coordination and problem-solving capabilities.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- Service revenue generation
- Appointment conversion rate
- Vehicle delivery turnaround time
- Customer retention rate
- Complaint resolution effectiveness
- Upselling of service packages and value-added services
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Shift availability:
- Night Shift (Preferred)
- Day Shift (Preferred)
Work Location: In person
