Job DescriptionCustomer Care Executive – Maruti Suzuki ARENA & NEXAPosition Overview

We are looking for a customer-focused and proactive Customer Care Executive to join our Maruti Suzuki ARENA & NEXA dealership. The role is responsible for delivering an exceptional customer experience throughout the complete customer journey—from the first enquiry and vehicle purchase to delivery, service follow-ups, customer retention, and after-sales support.

The ideal candidate should have excellent communication skills, a positive attitude, strong follow-up abilities, and a genuine commitment to customer satisfaction.

Key Responsibilities

- Handle end-to-end customer support for customers of Maruti Suzuki ARENA and NEXA.
- Attend customer enquiries received through walk-ins, phone calls, online leads, WhatsApp, and other communication channels.
- Understand customer requirements and provide accurate information regarding vehicles, variants, features, offers, finance, insurance, accessories, and services.
- Coordinate with the Sales, Finance, Insurance, Accessories, Service, and Delivery teams to ensure a smooth customer experience.
- Maintain regular follow-ups with customers from enquiry to booking, invoicing, vehicle delivery, and post-delivery support.
- Coordinate and monitor vehicle delivery schedules, documentation, and customer requirements.
- Conduct post-sales follow-up calls to ensure customer satisfaction and resolve concerns.
- Handle customer complaints professionally and coordinate with the concerned department for timely resolution.
- Schedule and follow up on vehicle service appointments, periodic maintenance, and service reminders.




- Maintain strong relationships with existing customers and support customer retention and repeat business.
- Make customer satisfaction calls and collect feedback regarding sales and service experiences.
- Maintain accurate records of customer interactions, complaints, follow-ups, and resolutions in CRM/DMS systems.
- Ensure timely closure of customer queries and complaints within defined TAT.
- Identify opportunities for service retention, referrals, upgrades, exchange, accessories, and repeat purchases.
- Escalate critical customer issues to the appropriate senior management while ensuring continuous communication with the customer.
- Follow dealership and Maruti Suzuki customer experience standards and processes.
- Ensure every customer receives a professional, courteous, and personalized experience.

End-to-End Customer Support Journey Enquiry → Lead Follow-Up → Product Information → Test Drive Coordination → Booking Support → Documentation → Finance/Insurance Coordination → Vehicle Delivery → Welcome/Onboarding → Post-Delivery Follow-Up → Service Reminder → Complaint Resolution → Customer Retention → Referral & Repeat Business

Required Skills

- Excellent verbal and written communication skills.




- Strong customer-handling and relationship-management skills.
- Good listening and problem-solving abilities.
- Professional telephone etiquette.
- Strong follow-up and coordination skills.
- Ability to handle difficult customers calmly and professionally.
- Basic computer knowledge and familiarity with CRM/DMS systems.
- Good knowledge of MS Office, WhatsApp, email, and digital communication tools.
- Ability to work with multiple departments and meet deadlines.
- Customer-first attitude with a robust sense of ownership.

Preferred Qualifications & Experience
- Graduate in any discipline; candidates with a background in Sales, Customer Service, Automobile, Hospitality, or Retail will be preferred.
- 1–3 years of experience in customer care, automobile dealerships, hospitality, retail, banking, telecom, or a similar customer-facing role is preferred.
- Freshers with excellent communication skills and a strong customer-service mindset may also be considered.

Key Performance Indicators (KPIs)
- Customer Satisfaction (CSI) / Customer Experience scores.
- Customer complaint resolution and TAT.
- Lead and customer follow-up efficiency.
- Post-sales follow-up completion.
- Service appointment and service retention follow-up.
- Customer retention and repeat business.
- Customer referral generation.
- CRM/DMS data accuracy and timely updates.
- Quality and consistency of customer communication.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits

- Cell phone reimbursement
- Commuter assistance
- Health insurance

Work Location: Remote

📌 Customer Care Executive (Dehradun)
🏢 SHAKUMBARI AUTOMOBILE
📍 Dehradun