Job Title: Assistant CRM & CRE Executive - Service
Company: Adventic Suzuki
Location: Karamana, Trivandrum
Employment Type: Full-time | Permanent
Work Location: In person
Reporting To: CRM - Service
Job Summary
Adventic Suzuki is seeking a CRM & CRE Executive - Service to manage customer relationships and support service customer engagement activities.
The role will focus on service appointment generation, service reminders, customer follow-ups, post-service calls, complaint coordination, customer retention, feedback collection, and CRM/DMS management. The Executive will work closely with the Service CRM, Service Advisors, and workshop team to ensure a smooth and positive customer experience.
Key ResponsibilitiesCustomer Relationship Management
- Handle customer calls and enquiries related to vehicle servicing and maintenance.
- Build and maintain positive relationships with existing service customers.
- Understand customer requirements and coordinate with the Service team for appropriate support.
- Provide customers with information regarding service schedules, maintenance,
service campaigns, and dealership facilities.
- Maintain skilled communication with customers at all times.
Service Appointment & Follow-Up
- Contact customers whose vehicles are due for periodic service.
- Generate and schedule service appointments through systematic customer follow-ups.
- Follow up on missed, cancelled, and postponed appointments.
- Coordinate customer appointments with Service Advisors and the workshop.
- Follow up with customers regarding vehicle service status and delivery schedules.
- Support the Service team in improving workshop occupancy and service retention.
Service Reminder & Retention
- Conduct regular service reminder calls based on customer service schedules.
- Follow up with customers who have not returned for scheduled services.
- Identify inactive and lost service customers and conduct reactivation calls.
- Support customer retention campaigns and s