Job Description: Customer Service Officer
Industry: Automotive (Four-Wheeler Service Dealership)
Department: Customer Experience / Front Office
Job Summary
The Front Office / Customer Experience Officer is responsible for managing all customer-facing operations at the service dealership. This role ensures a seamless, professional, and high-quality customer journey—from vehicle reception to delivery—while maintaining customer satisfaction, retention, and brand loyalty.
Key Responsibilities
1. Customer Experience Management
- Ensure superior customer satisfaction at all touchpoints.
- Monitor and improve the complete customer journey (booking → reception → service → delivery → feedback).
- Handle escalations, complaints, and sensitive customer issues effectively.
- Maintain high Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
2. Front Office Operations
- Oversee daily front office activities including reception, appointment scheduling, and customer handling.
- Ensure proper job card opening, documentation, and communication flow.
- Maintain discipline, grooming, and professionalism of front office staff.
- Implement standard operating procedures (SOPs).
3. Team Management
- Lead, train, and supervise service advisors, receptionists, and customer support staff.
- Conduct regular training on customer handling, communication, and product knowledge.
- Set performance KPIs and monitor team productivity.
4. Customer Communication
- Ensure timely updates to customers regarding service status, delays, and costs.
- Standardize communication scripts and follow-ups.
- Manage customer feedback calls and post-service follow-ups.
5. Process & Quality Control
- Ensure adherence to dealership and OEM guidelines.
- Audit job cards, invoices, and customer interaction quality.
- Coordinate with workshop, parts, and billing teams for smooth operations.
6. Complaint Handling & Retention
- Resolve customer complaints with empathy and professionalism.
- Analyze recurring issues and implement corrective actions.
- Build long-term customer relationships and improve retention rate.
7. MIS & Reporting
- Prepare daily/weekly/monthly reports on:
- Customer satisfaction
- Footfall and conversion
- Repeat customers
- Complaint resolution
- Track KPIs and suggest improvements.
8. Coordination & Cross-Functional Work
- Act as a bridge between customers and internal departments (Workshop, Parts, Billing).
- Ensure timely vehicle delivery and service commitments.
Job Types: Full-time, Permanent
Pay: From ₹400,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
