Job Description

Customer Relationship Executive (CRE) – Automobile Industry

Department: Back Office/ Telecalling / Customer Relationship Management

Designation: Customer Relationship Executive (CRE)

Industry: Automobile / 2-Wheeler / 3-Wheeler.

Reporting To: CRM Manager / Sales Manager / Workshop Manager

Experience: 0–2 Years preferred

Employment Type: Full-Time

Location: Vikhroli, Andheri, Mahim, Dharavi, Kanjurmarg, Goregaon, Vasai.

Job Purpose

The Customer Relationship Executive (CRE) will be responsible for outbound calling and customer

follow-up to generate sales enquiries, appointments, test drives, showroom visits, customer feedback, and lead conversions. The candidate will maintain regular communication with customers and ensure all calling activities and follow-ups are accurately updated in the CRM/DMS.

Key Responsibilities

1. Outbound Calling

- Make daily outbound calls to prospective and existing customers.
- Contact leads received through various sources such as showroom enquiries, website, digital campaigns, references, and other dealership channels.
- Understand customer requirements, vehicle preferences, budget, and purchase plans.
- Provide basic information regarding vehicle models, variants, offers, finance, exchange, and ongoing schemes.
- Generate customer interest and encourage customers to visit the showroom or take a test drive.

2. Lead Follow-Up

- Follow up with all assigned leads within the defined TAT.
- Conduct regular follow-ups with interested and pending customers.
- Identify Hot, Warm, and Cold leads and prioritise calling accordingly.
- Maintain proper follow-up schedules for customers who have not yet purchased.
- Coordinate with the Sales Team for qualified and interested leads.
- Ensure maximum possible conversion of assigned leads into showroom visits, test drives,



and bookings.

3. Appointment & Test Drive Calling

- Call customers and schedule showroom appointments.
- Generate test-drive appointments based on customer interest.
- Confirm scheduled appointments with customers.
- Follow up with customers who miss appointments or test drives.
- Share qualified leads and appointment details with the concerned Sales Executive.

4. Customer Feedback Calls

- Conduct customer feedback calls after enquiry, showroom visit, test drive, booking, and vehicle delivery, as applicable.
- Record customer feedback accurately.
- Identify customer complaints or concerns and escalate them to the concerned department.
- Follow up until the issue is appropriately addressed.

5. CRM / DMS Updating

- Update every customer interaction in the CRM/DMS system.
- Record call status, customer requirement, interest level, next follow-up service dates, appointment details, and remarks.
- Ensure no assigned lead remains unattended or without a follow-up status.
- Maintain accurate customer contact information and lead records.

6. Daily Calling & Reporting

- Achieve daily calling and follow-up targets assigned by management.
- Maintain daily records of:
- Total calls made
- Connected calls
- Not-connected calls
- Interested customers
- Follow-ups required
- Showroom appointments
- Test-drive appointments
- Qualified leads
- Customer complaints/feedback
- Submit daily/weekly calling reports to the Managers.





Key Performance Indicators (KPIs)

- Daily outbound calls
- Call connectivity ratio
- Lead contact rate
- Lead follow-up compliance
- Qualified leads generated
- Showroom appointments generated
- Test-drive appointments generated
- Lead-to-appointment conversion
- Appointment-to-visit conversion
- Follow-up completion percentage
- CRM/DMS updating accuracy
- Customer feedback completion
- Customer satisfaction
- Contribution towards booking/sales conversion

Required Skills

- Excellent verbal communication skills.
- Good Marathi / Hindi / English communication, knowledge of the local language will be an advantage.
- Good telephone etiquette.
- Strong follow-up skills.
- Customer-friendly and persuasive communication.
- Basic computer and MS Excel knowledge.
- Ability to work with CRM/DMS software.
- Positive listening and convincing skills.
- Target-oriented approach.
- Ability to handle customer objections professionally.

Qualification

HSC, Graduate in any discipline preferred.

Freshers with good communication skills may be considered.

Preferred Experience

Candidates with experience in:

- Automobile Telecalling
- Customer Relationship Management
- BPO / Telecalling
- Sales Calling
- Lead Generation
- Customer Service
- Automobile Dealership

will be preferred.

Ideal Candidate Profile

The ideal CRE should be a confident, energetic, polite, target-oriented, and customer-focused communicator who can make a high volume of calls, maintain systematic follow-ups, generate appointments, and accurately update customer information in the CRM/DMS.

Primary Objective

“Call → Connect → Understand Requirement → Follow Up → Generate Appointment/Test Drive → Handover Qualified Lead → Support Conversion.”

📌 Customer Relationship Executive (CRE) (Mumbai)
🏢 ARC Automotive
📍 Mumbai