Job Title:

Customer Relationship Executive (CRE) – Workshop

Department:

Service / Customer Experience

Location:

Dealership Workshop

Reporting To:

Service Manager / GM – Service

Job Purpose:

To ensure a superior customer experience at the workshop by managing customer interactions, handling feedback, ensuring timely follow-ups, and supporting service operations to enhance customer satisfaction and retention.

Key Responsibilities:1. Customer Handling & Interaction

- Greet customers visiting the workshop in a professional and courteous manner
- Understand customer concerns and guide them to the appropriate Service Advisor
- Maintain a positive first impression of the workshop

2. Appointment & Follow-ups

- Schedule service appointments and manage workshop bookings
- Conduct timely follow-ups with customers regarding service status
- Remind customers for periodic maintenance and pending services

3. Customer Feedback & Complaint Handling

- Collect feedback post service (via calls, messages, or feedback forms)
- Handle customer complaints effectively and escalate critical issues to management
- Ensure closure of complaints within defined TAT

4. CRM Management

- Update customer data in CRM system accurately
- Maintain service history and interaction records
- Generate daily/weekly reports on customer feedback and satisfaction

5. Customer Retention Activities

- Inform customers about service campaigns, special drives, and offers
- Engage with inactive customers to bring them back to the workshop




- Support in implementing customer loyalty initiatives

6. Coordination with Internal Teams

- Coordinate with Service Advisors, Floor Supervisors, and Parts team
- Ensure smooth communication between customer and workshop staff
- Track vehicle delivery timelines and update customers proactively

7. Delivery Experience Management

- Ensure proper vehicle delivery experience (cleanliness, explanation of work done)
- Confirm customer satisfaction at the time of delivery
- Highlight additional service recommendations politely

Key Performance Indicators (KPIs):

- Customer Satisfaction Score (CSAT)
- Customer Retention Rate
- Number of Follow-ups & Conversions
- Complaint Resolution TAT
- Repeat Workshop Visits

Required Skills:

- Strong communication and interpersonal skills
- Customer handling & problem-solving ability
- Basic knowledge of automobile service process (preferred)
- CRM/software handling skills
- Ability to work under pressure

Qualifications & Experience:

- Graduate in any discipline (preferred)
- 1–3 years of experience in customer service (automobile industry preferred)
- Freshers with valuable communication skills can also be considered

Behavioral Competencies:

- Customer-centric mindset
- Patience and empathy
- Professional appearance and attitude
- Team player with coordination skills

Only Interested & similar experienced candidates can call or message on +91-XXXXXXXXXX

Job Type: Full-time

Pay: ₹8,000.00 - ₹15,000.00 per month

Benefits:

- Cell phone reimbursement

Work Location: In person

📌 Customer Relationship Executive (CRE)- Automobile Industry (India)
🏢 Ahuja Automobiles
📍 India