Customer Relation Executive

CRE – Service (Customer Relationship Executive – Service) in an Automobile Dealership:

Job Description: 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