कस्टमर रिलेशनशिप एग्जीक्यूटिव

Job Title: PSF CRE (Post Service Follow-up – Customer Relationship Executive)

Location: Madhapur

Department: Customer Relationship Management (CRM) / Service Department

Job Summary:

The Post Service Follow-up Customer Relationship Executive (PSF CRE) is responsible for engaging with customers who have recently availed of vehicle service to ensure satisfaction, collect feedback, and enhance service quality.

This role serves as the voice of the customer within the dealership, ensuring timely complaint resolution, promoting loyalty, and contributing to improvements in NPS (Net Promoter Score) and CSI (Customer Satisfaction Index).

Key Responsibilities:

• Conduct post-service follow-up calls to customers within 24–48 hours of vehicle delivery.

• Record customer feedback regarding service quality, advisor behavior, turnaround time, and overall experience.

• Identify dissatisfied customers and escalate complaints to the CRM or Service Manager for prompt resolution.

• Track and ensure closure of all escalated cases with accurate documentation.

• Maintain daily PSF call logs and share customer satisfaction trend reports.

• Update NPS and CSI data in CRM systems or Excel databases.

• Coordinate with Service Advisors and Workshop Managers for corrective actions on customer complaints.

• Promote upcoming service offers, periodic maintenance reminders, or loyalty programs as applicable.

• Ensure a professional, empathetic, and customer-first approach in every interaction.

• Participate in review meetings to present insights and suggest improvements based on customer feedback.

Skills & Competencies Required:

• Excellent communication and listening skills in English, Hindi, and the local language.

• Empathetic and patient approach while handling customer concerns.

• Basic knowledge of automobile service processes and workshop operations.

• Proficiency in MS Excel, CRM tools, and report preparation.

• Strong coordination and follow-up abilities across teams.

• Target-driven, detail-oriented, and committed to maintaining quality standard

Qualifications:

••• Education: Minimum HSC / Graduate in any stream.

••• Experience: 1–2 years in automobile CRM, customer service, or PSF calling (preferred).

Key Performance Indicators (KPIs):

• Number of PSF calls completed per day.

• Percentage of customers contacted within 48 hours of service.

• Improvement in NPS / CSI scores.

• Complaint closure rate and turnaround time.

• Accuracy and timeliness of feedback reports.

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