Customer Care Executive

Customer Relation Executive (Service) – VFM Honda BigWing

Role Objective

To ensure excellent customer experience across the service lifecycle by handling customer interactions, coordinating with the service team, and improving customer satisfaction, retention, and loyalty.

Key Roles & Responsibilities

1. Customer Handling & Experience

Greet customers professionally at the service reception.

Understand customer concerns related to vehicle service and clearly communicate them to the Service Advisor.

Ensure a smooth check-in and check-out experience for service customers.

Maintain a positive and premium brand experience as per Honda BigWing standards.

2. Service Coordination

Coordinate with Service Advisors, Technicians, and Workshop teams for timely service delivery.

Update customers on job status, delays, additional work approvals, and delivery timelines.

Ensure promised delivery time is adhered to.

3. Billing & Documentation

Assist in preparing service invoices and explain billing details to customers.

Ensure all service documents, job cards, and invoices are accurate and complete.

Handle warranty-related documentation and customer clarifications.

4. Customer Feedback & CRM

Collect customer feedback post service (telephonic / digital / in-person).

Update feedback, complaints, and follow-ups in CRM systems.

Escalate unresolved customer issues to Service Manager for quick resolution.

5. Complaint Handling & Resolution

Address customer complaints politely and professionally.

Coordinate with internal teams to ensure timely closure of complaints.

Follow up with customers to confirm satisfaction after resolution.

6. Customer Retention & Follow-up

Conduct service reminders, follow-up calls, and retention activities.

Inform customers about service camps, offers, AMC, and extended warranty programs.

Support customer loyalty and repeat business initiatives.

7. Compliance & Process Adherence

Follow Honda BigWing SOPs, CRM processes, and service quality standards.

Maintain confidentiality of customer data.

Support audits and internal process checks when required.

Required Skills & Competencies

Good communication and interpersonal skills.

Customer-focused attitude with problem-solving ability.

Basic computer knowledge (CRM, billing software, MS Office).

Ability to handle pressure and manage multiple customers efficiently.

Preferred Qualifications

Graduate / Diploma (any stream).

Experience in automobile service industry preferred.

Knowledge of two-wheeler service processes is an added advantage.

• It is a Full Time Sales / Business Development job for candidates with 1 - 5 years of experience.