Service Customer Relationship Executive

Service Customer Relationship Executive – Roles & Responsibilities

• Customer Follow-up
• Contact customers for scheduled service, periodic maintenance and pending services.
• Make reminder calls before the service due date.
• Follow up with customers after vehicle delivery.
• Service Appointment Management
• Schedule service appointments and coordinate with the Service Advisors.
• Maintain daily appointment and follow-up records.
• Ensure customers receive timely information regarding their appointments.
• Customer Relationship Management
• Maintain positive relationships with existing customers.
• Understand customer concerns and coordinate with the service team for resolution.
• Handle customer queries professionally.
• Customer Feedback
• Collect customer feedback after service.
• Monitor customer satisfaction and identify areas requiring improvement.
• Escalate unresolved complaints to the concerned manager.
• Service Retention
• Encourage customers to return to the dealership for periodic service.
• Follow up with customers who have not visited the workshop for a long period.
• Promote service packages, AMC, extended warranty and other applicable service offerings.
• CRM & Records
• Update customer information, service history and follow-up details in the CRM/DMS.
• Maintain accurate records of calls, appointments, complaints and customer responses.
• Coordination
• Coordinate with Service Advisors, Workshop Manager, Parts, Billing and other relevant departments.
• Ensure customer concerns are communicated to the appropriate team.
• Customer Complaints
• Record customer complaints and ensure proper follow-up until closure.
• Contact customers after complaint resolution to confirm satisfaction.
• Daily Reporting
• Prepare daily/weekly reports on appointments, follow-ups, service retention, customer feedback and complaints.
• Track pending follow-ups and ensure timely closure.
• Customer Experience
• Ensure customers receive a professional and courteous experience throughout their service journey.
• Support the dealership in improving customer satisfaction and service retention.

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person