To manage customer relationships after vehicle servicing, ensure customer satisfaction, handle feedback and complaints, and improve customer retention and repeat service business.
Key Responsibilities
- Handle customer interactions related to vehicle service and maintenance.
- Make service reminder calls and follow up with customers for periodic service.
- Coordinate with Service Advisors and the Service Department to resolve customer concerns.
- Monitor customer satisfaction and feedback after vehicle delivery.
- Handle customer complaints and ensure timely resolution.
- Conduct post-service follow-up calls to understand customer experience.
- Maintain accurate customer records and update CRM/DMS regularly.
- Track service retention, repeat customers, lost customers, and follow-up status.
- Coordinate with the workshop team to ensure promised delivery timelines are met.
- Escalate unresolved customer complaints to the Service Manager.
- Prepare and monitor daily, weekly, and monthly CRM reports.
- Follow up on pending service jobs, customer complaints, and service appointments.
- Identify opportunities for additional service, accessories, extended warranty, insurance, and other value-added services.
- Conduct customer satisfaction surveys and analyze feedback.
- Maintain professional communication with customers through calls, WhatsApp, SMS, and email.
- Ensure compliance with dealership and manufacturer CRM standards.
- Support the dealership in achieving CSI/SSI, customer retention, and service revenue targets
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
