As the Customer Relations Executive (CRE), you are the face of the Honda service experience. Your primary mission is to bridge the gap between the technical service team and the customer, ensuring every vehicle owner leaves the workshop feeling valued, informed, and satisfied. You will manage the end-to-end customer journey—from the initial booking to post-service feedback.
Key Responsibilities
1. Customer Interface & Appointments
- Manage Bookings: Handle incoming service calls and schedule appointments to ensure an even flow of vehicles into the workshop.
- Warm Welcome: Greet customers upon arrival with the signature Honda hospitality, ensuring a smooth "check-in" process.
- Query Resolution: Act as the first point of contact for customer inquiries regarding service packages, estimated costs, and timelines.
2. Service Coordination
- Status Updates: Proactively communicate with the workshop floor to provide customers with real-time updates on their vehicle’s progress.
- Delivery Coordination: Ensure the vehicle is ready, cleaned, and parked in the delivery bay before the customer arrives for pickup.
- Explanation of Invoice: Walk the customer through the final invoice, explaining the work performed and any technical recommendations made by the mechanics.
3. Relationship Management & Retention
- Post-Service Follow-up (PSF): Call customers 4-7 days after service to ensure the vehicle is performing well and to gauge satisfaction levels.
- Complaint Handling: Address grievances with empathy and urgency. Escalate complex issues to the Service Manager while maintaining a calm, qualified demeanor.
- Retention Campaigns: Execute "Service Due" reminders and promote seasonal Honda service camps or loyalty programs.
4. Reporting & Compliance
- Data Management: Maintain an accurate database of customer contact details and service history in the DMS (Dealer Management System).
- CSI Monitoring: Track Customer Satisfaction Index (CSI) scores and work toward meeting Honda’s monthly performance benchmarks.
Requirement/Education Graduate in any discipline (Automobile/Marketing preferred).
Experience
1–3 years in Customer Service (Automobile industry experience is a plus).
CommunicationExcellent verbal and written skills in English and [Local Language].
Tech Skills
Proficient in MS Office and comfortable learning Dealer Management Systems.
Soft Skills
High emotional intelligence, patience, and a "customer-first" mindset.