Job : Customer Relationship Executive

Customer Relationship Executive

Automobiles service industries

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  Category: Customer Relationship Management

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  Job Type: Fulltime

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  Salary: INR 15000/Monthly

Job Description:

Customer Relationship Executive (CRE)

Job Requirements

Minimum 12th Pass in any stream.

Good verbal and written communication skills in Hindi, English, and Marathi.

Basic knowledge of MS Excel, WhatsApp, and CRM systems.

Good customer handling, ability to handle and resolve customer complaints professionally and courteously.

Tele calling experience will be preferred.

Customer-focused attitude

Salary Range : - 15000 to 18000

Roles & Responsibilities

Handle inbound and outbound customer calls professionally.

Conduct Post Service Feedback (PSF) calls and follow up with customers to address and resolve complaints.

Send vehicle-ready-for-delivery messages and other customer communications through WhatsApp, SMS, email, or any other communication channel as required.

Receive and handle customer complaints through phone calls, WhatsApp, email, walk-ins, or any other mode of communication.

Coordinate with Service Advisors, Floor In-Charge, and the workshop team for timely resolution of customer complaints.

Follow up on all customer complaints and ensure resolution within the minimum possible time.

Close resolved complaints in the TVS BOLDDESK portal with proper documentation.

Collect customer feedback forms and Google reviews after service and ensure achievement of 90% and above customer feedback and Google review participation.

Maintain customer satisfaction levels and achieve an NPS (Net Promoter Score) of 85% and above.

Prepare and maintain complaint reports advisor-wise and mechanic-wise.

Maintain customer records, complaint status reports, and communication records accurately.

Analyse PSF complaints, identify the nature and root cause of customer complaints, and submit Daily, Weekly, and Monthly MIS reports to management.

Escalate recurring issues and recommend corrective actions to improve service quality and customer satisfaction.

Support the service team in ensuring smooth customer communication and effective relationship management.

Perform any other customer relationship and communication-related responsibilities assigned by management from time to time.

Perform any other duties and responsibilities as and when required. Roles and responsibilities may be modified or updated by Management from time to time based on business requirements.