Customer Relationship Executive – Service Department

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