Job Purpose : To ensure high levels of customer satisfaction and loyalty by managing customer interactions, resolving complaints, and coordinating between sales, service, and other departments. The role focuses on improving customer experience throughout the vehicle purchase and ownership lifecycle.
- Serve as the primary point of contact for customers regarding sales and service-related queries.
- Handle customer complaints and ensure timely and effective resolution.
- Conduct follow-ups after vehicle delivery and service visits to measure customer satisfaction.
- Maintain customer feedback records and prepare reports on customer satisfaction metrics.
2. Coordination with Internal Teams
- Coordinate between sales, service, and spare parts departments to ensure smooth customer experience.
- Work closely with the service department to monitor turnaround times and ensure service quality.
- Support the sales team in managing customer relationships and retention initiatives.
3. Customer Retention & Loyalty Programs
- Manage loyalty and retention campaigns (AMC renewals, extended warranty, service reminders).
- Organize customer engagement activities such as car clinics, appreciation events, and feedback drives.
4.
Reporting & Documentation
- Maintain customer databases, feedback records, and complaint logs.
- Prepare daily/weekly/monthly reports on customer satisfaction, complaints, and resolutions.
- Analyze trends in customer feedback and recommend process improvements.
5. Compliance & Brand Representation
- Ensure all customer touchpoints meet the OEM (manufacturer) brand standards.
- Adhere to company policies and manufacturer guidelines related to customer handling.
- Represent the brand professionally and ethically at all times.
Key Skills & Competencies :
- Excellent communication and interpersonal skills
- Solid problem-solving and conflict-resolution abilities
- Customer-oriented mindset
- Basic knowledge of automobile products and services
- Proficiency in CRM software and MS Office tools
Qualifications & Experience :
- Bachelor’s degree (preferably in Business, Marketing, or Automobile Engineering)
- 1-5 years of experience in customer service or relations (automobile industry preferred)
- Familiarity with dealership operations