Location: Mumbai, Kandevali

Jaguar Land Rover Dealership showroom

4 wheeler Automobile industry experience

Reports To

Customer Relationship Manager (CRM) – Service / Service Manager

Job Summary

The Assistant Customer Relationship Manager (ACRM) – Service is responsible for delivering an excellent customer experience throughout the vehicle service journey. The role involves coordinating service appointments, following up with customers, resolving service-related concerns, monitoring customer satisfaction, and supporting customer retention initiatives.

Key Responsibilities

● Schedule and coordinate vehicle service appointments.

● Welcome customers and ensure a smooth service experience.

● Follow up with customers before and after vehicle servicing.

● Ensure timely updates regarding vehicle status and expected delivery.

● Coordinate with Service Advisors and the Workshop team for customer queries.

● Handle customer complaints and ensure prompt resolution.

● Maintain high Customer Satisfaction (CSI) and Net Promoter Score (NPS).

● Conduct post-service feedback calls and document customer responses.

● Escalate unresolved customer concerns to the CRM or Service Manager.

● Maintain accurate customer records in the DMS/CRM system.

● Support customer engagement and retention activities.

● Prepare daily, weekly,



and monthly customer feedback and follow-up reports.

● Assist in implementing dealership customer experience initiatives.

Required Qualifications

● Graduate in any discipline (preferred).

● Diploma or degree in Business Administration or Customer Service is an added advantage.

Experience

● 2+ years of experience in Customer Relations, Customer Care, CRM, or Service

Coordination.

● Experience in an automobile dealership is preferred.

Skills Required

● Excellent verbal and written communication skills.

● Robust customer handling and interpersonal skills.

● Ability to resolve customer complaints professionally.

● Good coordination and follow-up skills.

● Knowledge of MS Office (Excel, Word, Outlook).

● Familiarity with DMS/CRM software is preferred.

● Ability to work under pressure and manage multiple tasks.

Key Performance Indicators (KPIs)

● Customer Satisfaction (CSI) Score

● Customer complaint resolution TAT

● Service follow-up completion rate

● Customer retention and repeat service visits

● NPS (Net Promoter Score)

● Service appointment conversion rate

● Customer feedback completion percentage

● Accuracy and timeliness of CRM reports

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Assistant Customer Relationship Manager (India)
🏢 Aretius Advisory
📍 India