Job Description

Job Purpose

To enhance customer satisfaction by ensuring high-quality customer interactions, managing post-service communication, handling complaints effectively, and maintaining strong customer relationships to support service retention and CSI (Customer Satisfaction Index) improvement.

Key ResponsibilitiesCustomer Relations & Service Excellence

Ensure excellent customer experience throughout the service lifecycle. Manage customer interactions during vehicle drop-off, follow-up, and delivery. Respond promptly to customer concerns, inquiries, and feedback. Maintain high CSI scores and ensure corrective actions for low-scoring cases.

Complaint Handling

Address customer escalations and grievances professionally. Coordinate with Service Advisors, Technical Teams, and Workshop Heads to ensure quick resolutions. Conduct root cause analysis for repeated complaints and implement preventive actions.

Customer Communication & Retention

Conduct service follow-ups, feedback calls, and reminder communication for periodic maintenance. Manage loyalty and retention programs such as AMC, RSA, and extended warranty renewals. Organize customer engagement activities like service camps and appreciation events.

Operational Responsibilities

Ensure compliance with OEM (Maruti Suzuki) and dealership standards. Monitor and manage online reviews & customer feedback platforms. Track TAT (Turnaround Time) and ensure timely vehicle delivery. Prepare reports on CSI performance, repeat repairs, and customer issues for management review.

Team Coordination

Work closely with Service Advisors, CRM executives, and workshop personnel to maintain smooth customer handling. Conduct regular training and briefings to reinforce customer-centric behavior.

Qualifications & Experience

Bachelor's degree preferred (Automobile, Business Administration or related field). Minimum

3-5 years

in customer relations, preferably in the automobile sector. Strong communication, interpersonal, and problem-solving skills. Knowledge of service processes, telecalling operations & CRM software.

Key Skills

Customer Handling & Communication Conflict Resolution & Negotiation Knowledge of Automobile Service Process Data Tracking & Reporting Team Coordination & Training Complaint Management System (CMS) proficiency

Performance Indicators

CSI/SSI scores Customer retention & repeat business Resolution time for complaints Reduction in repeat issues & escalation cases Quality of communication and documentation
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?35,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Paid sick time Provident Fund
Work Location: In person