CRO

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