Customer Relationship Executive

Job Title : Customer Relationship Executive - Service

Location: Bengaluru

About DriveX:
DriveX is a fast-growing startup revolutionizing the used two-wheeler market. Our Procurement Team is crucial to ensuring we bring the best quality used vehicles to our customers, and were looking for a dedicated Customer Support Executive to help streamline and enhance this process.

Role Purpose

The CRE Service will be responsible for managing customer interactions throughout the service journey, ensuring timely communication, effective complaint resolution, service follow-ups, and a positive customer experience.

Key Responsibilities

• Handle customer calls and queries related to service, repairs, vehicle status, and delivery.
• Coordinate with Service Advisors and Technicians to provide customers with timely updates.
• Conduct post-service follow-ups to understand customer satisfaction and resolve concerns.
• Conduct post-sales/service follow-ups and maintain regular customer engagement.
• Handle customer complaints and coordinate with the concerned team for quick resolution.
• Maintain accurate records of customer complaints, feedback, follow-ups, and resolutions.
• Follow up with customers for pending approvals, service updates, and vehicle delivery.
• Collect customer feedback after service and identify areas for improvement.
• Drive positive Google ratings and customer reviews from satisfied customers.
• Generate customer referrals through effective relationship management.
• Inform customers about service schedules, maintenance requirements, and relevant service offerings.
• Coordinate with the workshop team to ensure customer commitments are met.
• Escalate unresolved or critical customer concerns to the Service Manager.
• Maintain daily/weekly MIS related to calls, follow-ups, complaints, feedback, and closures.
• Ensure professional and courteous communication with all customers.
• Support the Service team in improving customer retention and repeat service visits.

Required Skills & Experience

• 13 years of experience in Customer Relationship / Customer Support / Service Advisor / CRE roles.
• Experience in an automobile dealership or 2-wheeler workshop will be preferred.
• Good communication skills in English and Kannada.
• Strong customer-handling and complaint-resolution skills.
• Good follow-up and coordination skills.
• Basic knowledge of MS Excel/Google Sheets and CRM/DMS systems.
• Ability to work in a fast-paced workshop environment.
• Customer-focused approach with good interpersonal skills.

Education

Graduate / Diploma / 12th Pass with relevant customer service experience.

Working Conditions:

• 6-day work week (may vary based on company policy).
• Rotational shifts may be applicable, including weekends and holidays.

Mandatory Languages

• English, Hindi, Kannada and Tamil