provide excellent customer support to JCB customers by coordinating service requirements, handling customer queries and complaints, ensuring timely follow-up, and maintaining robust customer relationships.

Key Responsibilities

- Customer Handling

- Attend customer calls, enquiries, complaints, and service-related requests professionally.

- Understand customer concerns and coordinate with the Service and Technical teams for resolution.

- Maintain a positive and professional relationship with JCB customers.

- Service Coordination

- Coordinate customer service requests with Service Engineers, Service In-charges, and Workshop teams.

- Follow up on breakdown calls, scheduled services, preventive maintenance, and pending repairs.

- Ensure customers are regularly updated regarding service status and machine repair progress.

- Complaint Management

- Record customer complaints accurately in the CRM/HRMS/service system as applicable.

- Monitor open complaints and ensure timely closure.

- Escalate critical or unresolved customer complaints to the concerned manager.

- Customer Follow-up

- Conduct regular follow-ups after service/repair to obtain customer feedback.

- Contact customers for service reminders, preventive maintenance, campaigns, and other dealership activities.





- Identify customer dissatisfaction and take corrective action in coordination with the concerned department.

- Documentation & Reporting

- Maintain accurate customer records, service call details, complaint status, and follow-up reports.

- Prepare daily/weekly customer service reports as required.

- Ensure all customer interactions and complaint closures are properly documented.

- Customer Satisfaction

- Work towards achieving high customer satisfaction and service quality standards.

- Collect customer feedback and communicate recurring issues to management.

- Support the dealership in improving customer retention and repeat business.

Required Skills

- Excellent communication and interpersonal skills.

- Good customer-handling and problem-solving ability.

- Strong follow-up and coordination skills.

- Basic knowledge of MS Office / Excel.

- Ability to maintain accurate records and reports.

- Ability to work under pressure and handle difficult customers professionally.

- Good Malayalam and English communication skills; Hindi/Tamil would be an advantage.

- Basic understanding of construction equipment/JCB products and service processes is preferred.

Pay: From ₹13,000.00 per month

Work Location: In person

📌 Customer Relationship Executive (Paravur)
🏢 Bridgeway JCB
📍 Paravur