Job Description: Customer Service Officer

Industry: Automotive (Four-Wheeler Service Dealership)
Department: Customer Experience / Front Office

Job Summary

The Front Office / Customer Experience Officer is responsible for managing all customer-facing operations at the service dealership. This role ensures a seamless, qualified, and high-quality customer journey—from vehicle reception to delivery—while maintaining customer satisfaction, retention, and brand loyalty.

Key Responsibilities

1. Customer Experience Management

- Ensure superior customer satisfaction at all touchpoints.
- Monitor and improve the complete customer journey (booking → reception → service → delivery → feedback).
- Handle escalations, complaints, and sensitive customer issues effectively.
- Maintain high Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).

2. Front Office Operations

- Oversee daily front office activities including reception, appointment scheduling, and customer handling.
- Ensure proper job card opening, documentation, and communication flow.
- Maintain discipline, grooming, and professionalism of front office staff.
- Implement standard operating procedures (SOPs).

3. Team Management

- Lead, train, and supervise service advisors, receptionists, and customer support staff.
- Conduct regular training on customer handling, communication, and product knowledge.




- Set performance KPIs and monitor team productivity.

4. Customer Communication

- Ensure timely updates to customers regarding service status, delays, and costs.
- Standardize communication scripts and follow-ups.
- Manage customer feedback calls and post-service follow-ups.

5. Process & Quality Control

- Ensure adherence to dealership and OEM guidelines.
- Audit job cards, invoices, and customer interaction quality.
- Coordinate with workshop, parts, and billing teams for smooth operations.

6. Complaint Handling & Retention

- Resolve customer complaints with empathy and professionalism.
- Analyze recurring issues and implement corrective actions.
- Build long-term customer relationships and improve retention rate.

7. MIS & Reporting

- Prepare daily/weekly/monthly reports on:
- Customer satisfaction
- Footfall and conversion
- Repeat customers
- Complaint resolution
- Track KPIs and suggest improvements.

8. Coordination & Cross-Functional Work

- Act as a bridge between customers and internal departments (Workshop, Parts, Billing).
- Ensure timely vehicle delivery and service commitments.

Job Types: Full-time, Permanent

Pay: From ₹400,000.00 per year

Benefits:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Service Officer (India)
🏢 Mahindra Sahyadri Motors(Swargate
📍 India