Job Description

Job Title:

Customer Relationship Executive - Service Department

Department:

Service

Location:

BMW Lutyens Motorrad

Reporting To:

Service Manager / CRM Head

Industry:

Automotive (Premium / Luxury Segment)

Job Summary:

As a Customer Relationship Executive (CRE) in the Service Department, you will be the primary point of contact for customers regarding their service-related needs. You will ensure customer satisfaction through timely communication, smooth service experiences, and professional relationship management aligned with BMW's premium brand standards.

Key Responsibilities:

Customer Handling:

Greet customers upon arrival at the service center. Understand and record customer concerns regarding their motorcycles. Schedule service appointments and follow-up on them.

Service Coordination:

Coordinate with service advisors, workshop teams, and spare parts departments to ensure timely completion of work. Keep customers updated on the status of their vehicles during service or repair.

Customer Communication:

Maintain proactive communication with customers via phone, SMS, email, and WhatsApp regarding job status, estimates, approvals, and delivery timelines. Handle post-service follow-ups to gather feedback and address complaints or escalations if any.

Customer Satisfaction (CSI):

Ensure high levels of customer satisfaction and contribute positively to CSI scores. Support in organizing customer engagement events, feedback sessions, and service camps.

Documentation & Reporting:

Maintain accurate records of service visits, customer interactions, feedback, and resolutions. Prepare daily/weekly/monthly reports as required by management.

Brand Representation:

Uphold BMW brand values in every interaction. Ensure a premium experience is delivered to every customer.

Required Skills & Competencies:

Strong communication (verbal and written) in English and local language. Good interpersonal skills and customer-oriented attitude. Ability to handle pressure and resolve conflicts. Basic knowledge of automobile service operations is a plus. Proficiency in MS Office and CRM tools.

Qualifications:

Graduate in any discipline (preferred: BBA, B.Com, BA). Additional training in customer relationship management is a plus. Experience: 1-3 years in customer handling roles (automobile/retail/hospitality preferred).

Working Hours:

6 days a week (typically Monday-Saturday or Tuesday-Sunday depending on the workshop schedule).

Compensation:

As per industry standards (including incentives based on performance and CSI scores).
Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

Cell phone reimbursement Provident Fund
Work Location: In person