Job Description:

A Customer Relationship Manager (CRM) or Customer Relations Executive (CRE) for an automobile service center is responsible for managing all customer interactions to ensure high satisfaction and loyalty, acting as a key link between the customer and the service/sales teams. They handle inquiries, resolve complaints, schedule appointments, and coordinate follow-ups.

Core Roles and Responsibilities
- Customer Interaction & Communication:
- Greet customers courteously at the service reception and during vehicle delivery.
- Handle inbound and outbound communications (phone, email, chat) for inquiries, complaints, and feedback.
- Conduct post-service follow-up (PSF) calls to ensure satisfaction and address any lingering concerns.
- Inform customers about service offers, campaigns, and warranty details to promote business and retention.
- Appointment Management:
- Call customers to schedule and confirm vehicle service appointments (periodic maintenance, repairs, etc.).
- Manage and update appointment schedules, coordinating with service advisors and workshop teams.




- Issue Resolution & Feedback:
- Promptly address and resolve customer complaints, escalating complex issues to appropriate departments (e.g., service manager, factory assistance) when necessary.
- Collect and document customer feedback for product and service improvements.
- Analyze customer satisfaction (CSAT) scores and other metrics to identify trends and implement corrective actions.
- Data Management & Reporting:
- Accurately record and maintain detailed customer information, interactions, and case histories in the CRM or dealership management system (DMS).
- Generate reports on delivery performance, complaint trends, and customer satisfaction for management review.
- Sales & Loyalty Support:
- Support customer retention and loyalty programs, including reactivation and referral campaigns.
- Identify upselling and cross-selling opportunities for services, parts, and accessories during cu

📌 Crm/Cre For Automobile Services Center (Raipur)
🏢 Vinayak Outsourcing Works
📍 Raipur