Position Title: Customer Relations Executive
Brand: Ducati Kochi
Location: Vyttila
Reports To: Operations Head/ Service Manager
Job Summary:
The Customer Relations Executive is responsible for delivering a premium customer experience for Ducati customers across sales and service operations. This role involves managing customer interactions, handling inquiries and appointments, coordinating with internal departments, conducting follow-ups, and ensuring the highest levels of customer satisfaction aligned with Ducati’s luxury brand standards.
Key Responsibilities:
Customer Interaction:
- Welcome customers and visitors professionally, ensuring a premium showroom and service experience.
- Handle customer inquiries through phone calls, emails, WhatsApp, and walk-ins.
- Provide accurate information regarding Ducati products, services, accessories, events, and promotions.
- Schedule service appointments, test rides, and customer meetings as required.
Customer Relationship Management:
- Build and maintain strong relationships with Ducati customers through proactive communication.
- Conduct follow-up calls after vehicle delivery, service visits, and customer events.
- Gather customer feedback and ensure timely resolution of concerns to enhance customer satisfaction.
- Maintain customer databases and update CRM records accurately.
Service & Sales Coordination:
- Coordinate with sales, service, insurance, and accessories teams to ensure seamless customer support.
- Track vehicle deliveries, service progress, and customer commitments.
- Assist in organizing customer engagement activities, brand events, and ride programs.
Complaint Handling & Resolution:
- Address customer concerns professionally and ensure prompt resolution.
- Escalate complex issues to relevant departments and follow up until closure.
- Monitor customer satisfaction levels and support retention initiatives.
Documentation & Reporting:
- Maintain records of customer interactions, appointments, complaints, and feedback.
- Prepare daily and monthly customer engagement reports.
- Support management with customer satisfaction surveys and performance tracking.
Skills Required:
- Excellent verbal and written communication skills in English and Malayalam.
- Strong interpersonal and customer relationship management abilities.
- Professional appearance and etiquette suitable for a premium luxury motorcycle brand.
- Problem-solving and conflict-resolution skills.
- Ability to multitask and manage customer expectations effectively.
- Strong organizational and time-management skills.
Qualifications:
- Bachelor’s degree
- Proficiency in Microsoft Office applications
Experience:
- Minimum 1–2 years of experience in customer relations, customer service, hospitality, front office, luxury retail, automotive, or related industries.
- Experience in premium automotive or luxury brand environments will be an added advantage.
Job Type: Full-time
Pay: ₹15,000.00 - ₹180,000.00 per month
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
