Department: Service / Customer Relations

Industry: Two-Wheeler Automobile Workshop

Job Location: Near Kishoreganj Chowk, Ranchi

Experience: 1–3 years preferred

Employment Type: Full time

Job Purpose To handle customer complaints related to two-wheeler servicing and repairs, ensure timely resolution, coordinate with the service team, and maintain high customer satisfaction.

Key Responsibilities

- Receive and register customer complaints related to vehicle servicing, repairs, spare parts, billing, and service quality.
- Contact customers to understand their concerns and provide appropriate solutions.
- Coordinate with the Service Advisor, Workshop Manager, technicians, and spare parts department for complaint resolution.
- Follow up on pending complaints and ensure resolution within the committed timeline.
- Handle repeat repair complaints, vehicle breakdown issues, and customer escalations professionally.
- Maintain a daily complaint register and update complaint status in the Dealer Management System (DMS) or CRM.
- Conduct customer feedback calls after vehicle servicing and verify customer satisfaction.
- Monitor customer complaints, repeat complaints, and turnaround time for resolution.
- Escalate unresolved or critical complaints to the Workshop Manager or Service Manager.




- Maintain records of customer communication and corrective actions taken.
- Support customer retention, service quality improvement, and customer satisfaction initiatives.

Required Skills
- Good communication and customer-handling skills.
- Strong problem-solving and follow-up abilities.
- Basic knowledge of two-wheeler servicing and repair processes.
- Ability to handle difficult customers calmly and professionally.
- Basic computer knowledge, including MS Excel and CRM/DMS software.
- Good coordination skills and attention to detail.

Educational Qualification
- Graduate or Diploma preferred.
- Automobile or customer service experience will be an added advantage.

Key Performance Indicators (KPIs)
- Number of complaints resolved within the committed timeline.
- Customer satisfaction score and feedback ratings.
- Reduction in repeat complaints.
- Pending complaint ageing.
- Complaint closure rate.
- Customer follow-up completion rate.

Reporting To Service Manager / Workshop Manager.

Ideal Candidate: A customer-focused professional who can manage complaints effectively, coordinate with workshop teams, and ensure a positive customer experience.

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits

- Cell phone reimbursement

Work Location: In person

📌 Customer Relationship Manager (Ranchi)
🏢 Ather Service Centre
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