- CRE – Job ResponsibilitiesCustomer Reception & InteractionWelcome customers professionally when they visit the workshop.
- Understand customer complaints and vehicle requirements.
- Prepare accurate Job Cards with customer concerns and vehicle details.
- Explain the service process, estimated time and expected charges.
- Customer CommunicationKeep customers updated about vehicle inspection, additional repairs, parts requirements and delivery status.
- Obtain customer approval before carrying out additional work.
- Communicate delays and revised delivery commitments proactively.
- Handle customer queries and complaints professionally.
- Job Card & Workshop CoordinationCoordinate with Service Advisors, Technicians, Parts and Workshop teams.
- Monitor vehicle movement from reception → inspection → repair → QC → washing → billing → delivery.
- Follow up on pending jobs and ensure vehicles are completed within the committed TAT.
- Maintain accurate remarks and pending reasons for every vehicle.
- Estimate & ApprovalPrepare and explain estimates to customers.
- Follow up for approval on additional jobs.
- Ensure approvals are properly documented through the approved communication channel.
- Avoid unauthorized work or parts replacement.
- Vehicle DeliveryEnsure the vehicle is ready before the promised delivery time.
- Verify that all customer-approved jobs are completed.
- Coordinate final quality check, washing and billing.
- Explain completed work and replaced parts to the customer during delivery.
- Collect customer feedback at delivery.
- Customer Follow-upFollow up with customers after service.
- Conduct satisfaction calls.
- Record complaints and escalate unresolved issues.
- Follow up on pending insurance, warranty or parts-related cases where applicable.
- Customer Retention & Business DevelopmentMaintain customer relationships and encourage repeat visits.
- Follow up for periodic maintenance/service due vehicles.




- Inform customers about recommended maintenance.
- Identify opportunities for additional legitimate services such as AC service, alignment, detailing, tyres, batteries, etc.
- Support service campaigns and customer outreach activities.
- Insurance / Cashless CoordinationCoordinate with customers, surveyors and insurance teams for insurance jobs.
- Track survey approval and estimate approval status.
- Keep customers informed about insurance-related delays.
- Ensure documentation is complete before vehicle delivery.
- Daily ReportingMaintain daily pending vehicle report.
- Track:
- Vehicle number
- Customer name
- Job card number
- Complaint
- Estimate value
- Approval status
- Parts pending
- Repair status
- Promised delivery time
- Actual delivery time
- Pending reason
- Report delayed vehicles to the management/service manager.

1. Customer Complaint Handling

- Listen carefully and understand the customer's concern.
- Avoid arguments or commitments outside company policy.
- Coordinate with the concerned department for resolution.
- Escalate responsible complaints immediately to the Service Manager/Management.
- Maintain proper records of complaints and resolutions.

Key Performance Indicators (KPIs)KPIResponsibilityCustomer SatisfactionMaintain high customer satisfactionRepeat CustomersImprove customer retentionFollow-up100% follow-up on assigned customersTATEnsure promised delivery commitmentsAdditional SalesGenerate genuine service opportunitiesComplaint ResolutionClose complaints within defined TATEstimate ApprovalImprove approval conversionVehicle DeliveryAccurate and timely deliveryDocumentation100% complete customer/job recordsCustomer CallsDaily service reminder & follow-up calls

Important CRE RuleThe CRE should act as the communication bridge between the customer and workshop—not merely as a receptionist.

The CRE should always know where every customer vehicle is, what work is pending, why it is pending, who is responsible, and when it can be delivered.

📌 Customer Relationship Executive (Mysuru)
🏢 Carbine Car Care
📍 Mysuru