Service Customer Relationship Executive – Roles & Responsibilities

- Customer Follow-up

- Contact customers for scheduled service, periodic maintenance and pending services.

- Make reminder calls before the service due date.

- Follow up with customers after vehicle delivery.

- Service Appointment Management

- Schedule service appointments and coordinate with the Service Advisors.

- Maintain daily appointment and follow-up records.

- Ensure customers receive timely information regarding their appointments.

- Customer Relationship Management

- Maintain positive relationships with existing customers.

- Understand customer concerns and coordinate with the service team for resolution.

- Handle customer queries professionally.

- Customer Feedback

- Collect customer feedback after service.

- Monitor customer satisfaction and identify areas requiring improvement.

- Escalate unresolved complaints to the concerned manager.

- Service Retention

- Encourage customers to return to the dealership for periodic service.

- Follow up with customers who have not visited the workshop for a long period.

- Promote service packages, AMC, extended warranty and other applicable service offerings.

- CRM & Records





- Update customer information, service history and follow-up details in the CRM/DMS.

- Maintain accurate records of calls, appointments, complaints and customer responses.

- Coordination

- Coordinate with Service Advisors, Workshop Manager, Parts, Billing and other relevant departments.

- Ensure customer concerns are communicated to the appropriate team.

- Customer Complaints

- Record customer complaints and ensure proper follow-up until closure.

- Contact customers after complaint resolution to confirm satisfaction.

- Daily Reporting

- Prepare daily/weekly reports on appointments, follow-ups, service retention, customer feedback and complaints.

- Track pending follow-ups and ensure timely closure.

- Customer Experience

- Ensure customers receive a qualified and courteous experience throughout their service journey.

- Support the dealership in improving customer satisfaction and service retention.

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits

- Paid sick time

- Paid time off

- Provident Fund

Work Location: In person

📌 Service Customer Relationship Executive (Tirupati)
🏢 Balaji Mahindra agencies and industries
📍 Tirupati