Job Title: Assistant CRM & CRE Executive - Service

Company : Adventic Suzuki Location : Karamana, Trivandrum Employment Type : Full time | Permanent Work Location : In person Reporting To : CRM - Service

Job Summary

Adventic Suzuki is seeking a CRM & CRE Executive - Service to manage customer relationships and support service customer engagement activities.

The role will focus on service appointment generation, service reminders, customer follow-ups, post-service calls, complaint coordination, customer retention, feedback collection, and CRM/DMS management . The Executive will work closely with the Service CRM, Service Advisors, and workshop team to ensure a smooth and positive customer experience.

Key ResponsibilitiesCustomer Relationship Management

- Handle customer calls and enquiries related to vehicle servicing and maintenance.
- Build and maintain positive relationships with existing service customers.
- Understand customer requirements and coordinate with the Service team for appropriate support.
- Provide customers with information regarding service schedules, maintenance, service campaigns, and dealership facilities.
- Maintain professional communication with customers at all times.

Service Appointment & Follow-Up

- Contact customers whose vehicles are due for periodic service.
- Generate and schedule service appointments through systematic customer follow-ups.
- Follow up on missed, cancelled, and postponed appointments.
- Coordinate customer appointments with Service Advisors and the workshop.
- Follow up with customers regarding vehicle service status and delivery schedules.
- Support the Service team in improving workshop occupancy and service retention.

Service Reminder & Retention

- Conduct regular service reminder calls based on customer service schedules.




- Follow up with customers who have not returned for scheduled services.
- Identify inactive and lost service customers and conduct reactivation calls.
- Support customer retention campaigns and service loyalty initiatives.
- Encourage customers to continue servicing their vehicles at Adventic Suzuki.

Post-Service Customer Follow-Up

- Contact customers after vehicle delivery from the workshop.
- Check customer satisfaction regarding service quality, vehicle delivery, communication, and overall experience.
- Collect and accurately record customer feedback.
- Identify dissatisfied customers and immediately inform the CRM - Service.
- Follow up on customer complaints until they are appropriately addressed.
- Encourage satisfied customers to provide referrals and positive feedback.

CRM & DMS Management

- Maintain accurate customer and vehicle information in the CRM/DMS.
- Update all customer calls, interactions, appointments, complaints, and follow-ups.
- Monitor pending and overdue customer follow-ups.
- Maintain accurate records of active, inactive, lost, and retained customers.
- Ensure all customer interactions are updated in the system on time.
- Maintain confidentiality and accuracy of customer information.

Complaint & Escalation Support

- Listen to customer concerns professionally and courteously.
- Record customer complaints accurately.
- Communicate complaints to the CRM - Service and concerned Service team members.




- Follow up with the concerned department regarding complaint resolution.
- Keep customers updated on the progress of their concerns.
- Escalate critical or unresolved issues promptly.

Reporting & CRM Support

- Assist the CRM - Service in daily customer relationship activities.

- Prepare daily and weekly reports on:

- Service reminder calls

- Appointments generated

- Appointment conversions

- Missed appointment recovery

- Post-service calls

- Customer complaints

- Customer feedback

- Service retention

- Highlight pending follow-ups and important customer concerns to the CRM - Service.

- Support customer engagement campaigns and service-related activities.

Key Performance Indicators (KPIs)

- Service appointment generation
- Appointment conversion
- Service reminder call performance
- Customer follow-up efficiency
- Service retention
- Missed appointment recovery
- Inactive customer reactivation
- Post-service follow-up completion
- Customer satisfaction
- Customer feedback collection
- Complaint follow-up
- CRM/DMS update accuracy
- Timely completion of assigned CRM activities

Requirements & Qualifications

- Minimum 1-3 years of experience in CRM, customer relationship management, telecalling, automobile dealership, service coordination, or a similar role.
- Automobile or two-wheeler service centre experience will be an advantage.
- Excellent verbal and written communication skills.
- Strong customer-handling and follow-up abilities.
- Good telephone etiquette.
- Basic knowledge of MS Office, particularly Excel.
- Experience with CRM/DMS software preferred.
- Strong organisational skills and attention to detail.
- Ability to coordinate effectively with Service Advisors and worksho

📌 Assistant CRM & Cre- Service (Karamsana)
🏢 Adventic Automobiles Private
📍 Karamsana