Service Marketing Relationship Executive (SMRE)

To build and maintain strong relationships with customers by promoting after-sales services, ensuring customer satisfaction, and driving service business growth through effective communication, follow-ups, and retention initiatives.

Key Responsibilities:1. Customer Relationship Management

• Contact customers to remind them of service due dates (periodic maintenance, insurance renewal, etc.).
• Follow up with customers post-service to ensure customer satisfaction and address feedback or complaints.
• Maintain and update the customer database regularly in the DMS (Dealer Management System).
• Coordinate with the service team to resolve customer issues promptly.

2. Service Marketing & Retention

• Conduct outbound calls and campaigns to promote service offers, AMC (Annual Maintenance Contracts), and value-added products.
• Drive service booking targets through telecalling, referrals, and customer engagement.
• Participate in customer retention programs such as free check-up camps, doorstep campaigns, and service reminder drives.
• Support the Service Manager in achieving monthly service revenue and customer retention targets.

3. Coordination & Documentation

• Coordinate with workshop advisors and front-office staff for smooth appointment scheduling.
• Record and maintain daily call reports, follow-up status, and customer feedback.
• Assist in generating reports for management review (customer follow-up, conversion ratio, and CSI data).

4. Customer Experience Enhancement

• Ensure that all customers receive a warm and professional response during interactions.
• Escalate critical issues or complaints to the CRM or Service Manager for timely resolution.
• Work towards improving Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).

Key Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong persuasion and customer-handling abilities.
• Proficiency in MS Office and DMS (Dealer Management System).
• Positive attitude, patience, and customer-centric mindset.
• Ability to work under pressure and achieve targets.

Qualifications & Experience:

• Graduate (preferably in Marketing, Business Administration, or related field).
• 1–3 years of experience in customer relations or telemarketing (preferably in automobile service).
• Freshers with good communication skills may also apply.

Key Performance Indicators (KPIs):

• Number of service bookings generated.
• Customer retention rate.
• Customer satisfaction and feedback scores.
• Call productivity and conversion ratio.
• Contribution to overall service revenue growth.

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person