Job Description

CRE - Service (Customer Relationship Executive - Service) in an Automobile Dealership

:

: Customer Relationship Executive (CRE) - Service

Department:

Service

Industry:

Automobile

Position:

Customer Relationship Executive (CRE)

1. Position Overview

The Customer Relationship Executive (Service) is responsible for ensuring excellent customer service throughout the vehicle servicing process. The CRE acts as a link between customers and the workshop, handles appointments, updates customers on job status, addresses complaints, and ensures overall customer satisfaction.

2. Key ResponsibilitiesA. Customer Handling

Welcome customers at the service reception and understand their service requirements. Assist customers in filling job cards and note down customer concerns accurately. Provide detailed information about service packages, value-added services, and offers. Maintain a polite, professional, and customer-centric approach at all times.

B. Appointment & Follow-Up

Manage service appointments through calls, WhatsApp, and CRM systems. Confirm appointments and ensure proper scheduling to avoid workshop overload. Follow up with customers for upcoming service due dates (free/paid service, periodic maintenance, etc.).

C. Communication & Updates

Inform customers about vehicle job status, additional work requirements, and cost estimates. Coordinate with Service Advisors and Workshop Manager for timely updates. Communicate delays or issues transparently and maintain customer trust.

D. Customer Experience & Satisfaction

Ensure quick resolution of customer queries or complaints. Coordinate for timely vehicle delivery and ensure all promised tasks are completed. Take customer feedback during and after vehicle delivery. Work on improving CSI (Customer Satisfaction Index) scores.

E. Documentation & Reporting

Maintain customer records and update CRM regularly. Prepare daily follow-up reports, pending work status, and customer feedback reports. Assist in tracking repeat complaints and prepare corrective action reports.

F. Coordination

Coordinate with Workshop, Bodyshop, Parts, and Billing departments for smooth operations. Support Service Advisors in managing customer flow during rush hours.

3. Required Skills

Excellent communication skills (Hindi & English). Strong customer service and problem-solving skills. Good knowledge of automotive basics (added advantage). Ability to multitask and handle pressure. Proficiency in MS Office, CRM systems, and phone etiquette.

4. Qualifications

Minimum Graduate (Any Stream). 1-3 years of experience in customer handling, preferably in an automobile dealership. Freshers with good communication skills can also be considered.

5. Key Performance Indicators (KPIs)

Customer Satisfaction Index (CSI) score. Appointment conversion rate. Response time to customer queries. Repeat complaint ratio. Customer retention and loyalty.

6. Work Environment

Service Reception / Customer Lounge Area. Coordination with Service Advisors, Technicians, Parts staff, and Billing staff.
Job Types: Full-time, Permanent

Pay: From ?15,000.00 per month

Benefits:

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