Job Description

Job Title:

Customer Relationship Officer (CRO)

Department:

Service / Customer Care

Location:

Jammu

Reports To:

Service Manager / Workshop Head

Job Purpose:

To ensure customer satisfaction by providing an excellent service experience -- from vehicle drop-off to delivery. The CRO acts as the main point of contact between customers and the workshop, handling communication, job updates, feedback, and service follow-ups to build trust and long-term relationships with commercial vehicle clients.

Key Responsibilities:

Customer Handling & Coordination

Greet and assist walk-in customers and fleet operators. Record customer complaints and service requirements accurately. Coordinate with service advisors, technicians, and parts departments for smooth workflow. Keep customers informed about job progress, delivery timelines, and cost estimates.

Service Quality & Delivery

Ensure timely vehicle delivery with proper billing and job explanation. Conduct post-service follow-ups to verify customer satisfaction. Handle complaints and escalate unresolved issues to the Service Manager.

Customer Retention & Relationship Building

Maintain a database of repeat and key customers. Promote AMC (Annual Maintenance Contracts), service packages, and loyalty programs. Build rapport with fleet owners and transporters to increase service volume.

Documentation & Reporting

Maintain job cards, delivery notes, and customer communication logs. Prepare daily and monthly service feedback reports. Track Net Promoter Score (NPS) and initiate actions for improvement.

Skills & Competencies Required:

Excellent communication and interpersonal skills. Customer-centric attitude with problem-solving approach. Basic technical understanding of commercial vehicles. Strong coordination and multitasking skills. Proficiency in MS Office and DMS (Dealer Management System).

Qualifications & Experience:

Education:

Graduate (Preferred: BBA, BCom, or Diploma in Automobile/Mechanical Engineering)

Experience:

1-3 years in customer service or front-office role in automobile service industry (commercial vehicle experience preferred).

Language Skills:

Fluency in Hindi and English; regional language is an added advantage.

Work Schedule:

Full-time, 6 days a week (as per workshop operations) Must be flexible during peak service periods.

Performance Indicators (KPIs):

Customer satisfaction index (CSI) Complaint resolution rate Repeat business ratio Timely service delivery percentage AMC/loyalty program conversion rate
Job Types: Full-time, Permanent

Pay: Up to ₹15,000.00 per month

Benefits:

Commuter assistance Provident Fund
Ability to commute/relocate:

Jammu, Jammu and Kashmir: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Operating CRMDMS A SOFTWARE OF TATA MOTORS (Required )?
Experience:

Total Work: 1 year (Preferred)
Location:

Jammu, Jammu and Kashmir (Preferred)
Shift availability:

Day Shift (Preferred)
Work Location: In person