Key Job Responsibilities
Make customer follow-up calls and maintain valuable 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.
Valuable communication and telephone etiquette.
MS Excel and report preparation.
Complaint handling and problem-solving skills.
Customer follow-up and retention management.