- Make customer follow-up calls and maintain positive customer relationships.
- Conduct NPS calls and ensure customer satisfaction scores.
- Make service reminder calls to customers for periodic maintenance.
- Conduct service volume calls to increase workshop vehicle inflow.
- Follow up with customers regarding service feedback and complaints.
- Handle customer queries and coordinate with Service Advisors for resolution.
- Prepare daily reports on NPS, service reminders, customer follow-ups and complaints.
- Maintain customer databases and update customer information.
- Monitor customer retention and encourage repeat service visits.
- Coordinate with the Service Manager to improve customer experience.
- Handle cash collection, cash book maintenance and expense monitoring, if assigned.
- Ensure timely communication of service offers, campaigns and customer promotions.
Required Skills & Knowledge
- Knowledge of customer relationship management.
- Basic knowledge of two-wheeler service procedures.
- Knowledge of job card opening and CDMS/DMS.
- Good communication and telephone etiquette.
- MS Excel and report preparation.
- Complaint handling and problem-solving skills.
- Customer follow-up and retention management.