Customer Care Executive

The Customer Relations Executive (CRE) is the primary bridge between the dealership and its customers. This role is dedicated to ensuring a premium ownership experience, from the initial purchase through the entire after-sales lifecycle. You will be responsible for maintaining high Customer Satisfaction (CSI) scores, handling feedback, and fostering long-term brand loyalty.

Key Responsibilities

1. Relationship Management

• Act as the first point of contact for customer grievances and ensure timely resolution.

• Conduct Post-Delivery Follow-ups (PDI) to ensure the customer is satisfied with their new vehicle.

• Maintain a comprehensive database of customers and track their service history and preferences.

2. Service Coordination & Retention

• Proactively call customers for Periodic Maintenance Service (PMS) reminders.

• Educate customers on extended warranties, Annual Maintenance Contracts (AMC), and insurance renewals.

• Collaborate with the workshop and sales teams to ensure "promised delivery times" are met.

3. Feedback & Reporting

• Administer and analyze Customer Satisfaction Surveys.

• Prepare weekly and monthly reports on customer feedback trends and complaint resolution status.

• Present insights to the Branch Manager to improve dealership processes.

4. Event & Community Engagement

• Assist in organizing customer meets, group rides, and new model launch events.

• Manage the dealership’s digital presence by responding to Google Reviews and social media inquiries.

Requirements & Skills

• Education: Bachelor’s degree in Business Administration, Communications, or a related field.

• Experience: 1–3 years in customer service, preferably within the automotive or hospitality industry.

• Soft Skills:

  • Exceptional Communication: Fluent in English and the local language (Malayalam).

  • Empathy: The ability to remain calm and professional when dealing with upset customers.

  • Persuasion: Ability to "win back" dissatisfied customers and upsell value-added services.

• Technical Skills: Proficiency in CRM software and Microsoft Excel.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 1 - 3 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।