Customer Relationship Executive

provide excellent customer support to JCB customers by coordinating service requirements, handling customer queries and complaints, ensuring timely follow-up, and maintaining strong customer relationships.

Key Responsibilities

• Customer Handling
• Attend customer calls, enquiries, complaints, and service-related requests professionally.
• Understand customer concerns and coordinate with the Service and Technical teams for resolution.
• Maintain a positive and professional relationship with JCB customers.
• Service Coordination
• Coordinate customer service requests with Service Engineers, Service In-charges, and Workshop teams.
• Follow up on breakdown calls, scheduled services, preventive maintenance, and pending repairs.
• Ensure customers are regularly updated regarding service status and machine repair progress.
• Complaint Management
• Record customer complaints accurately in the CRM/HRMS/service system as applicable.
• Monitor open complaints and ensure timely closure.
• Escalate critical or unresolved customer complaints to the concerned manager.
• Customer Follow-up
• Conduct regular follow-ups after service/repair to obtain customer feedback.
• Contact customers for service reminders, preventive maintenance, campaigns, and other dealership activities.
• Identify customer dissatisfaction and take corrective action in coordination with the concerned department.
• Documentation & Reporting
• Maintain accurate customer records, service call details, complaint status, and follow-up reports.
• Prepare daily/weekly customer service reports as required.
• Ensure all customer interactions and complaint closures are properly documented.
• Customer Satisfaction
• Work towards achieving high customer satisfaction and service quality standards.
• Collect customer feedback and communicate recurring issues to management.
• Support the dealership in improving customer retention and repeat business.

Required Skills

• Excellent communication and interpersonal skills.
• Good customer-handling and problem-solving ability.
• Strong follow-up and coordination skills.
• Basic knowledge of MS Office / Excel.
• Ability to maintain accurate records and reports.
• Ability to work under pressure and handle difficult customers professionally.
• Good Malayalam and English communication skills; Hindi/Tamil would be an advantage.
• Basic understanding of construction equipment/JCB products and service processes is preferred.

Pay: From ₹13,000.00 per month

Work Location: In person