Cro

3 weeks ago

Jammu JK IN Lala Enterprises Full time

Job Title Customer Relationship Officer CRO Department Service Customer Care Location Jammu Reports To Service Manager Workshop Head Job Purpose To ensure customer satisfaction by providing an excellent service experience from vehicle drop-off to delivery The CRO acts as the main point of contact between customers and the workshop handling communication job updates feedback and service follow-ups to build trust and long-term relationships with commercial vehicle clients Key Responsibilities Customer Handling Coordination Greet and assist walk-in customers and fleet operators Record customer complaints and service requirements accurately Coordinate with service advisors technicians and parts departments for smooth workflow Keep customers informed about job progress delivery timelines and cost estimates Service Quality Delivery Ensure timely vehicle delivery with proper billing and job explanation Conduct post-service follow-ups to verify customer satisfaction Handle complaints and escalate unresolved issues to the Service Manager Customer Retention Relationship Building Maintain a database of repeat and key customers Promote AMC Annual Maintenance Contracts service packages and loyalty programs Build rapport with fleet owners and transporters to increase service volume Documentation Reporting Maintain job cards delivery notes and customer communication logs Prepare daily and monthly service feedback reports Track Net Promoter Score NPS and initiate actions for improvement Skills Competencies Required Excellent communication and interpersonal skills Customer-centric attitude with problem-solving approach Basic technical understanding of commercial vehicles Strong coordination and multitasking skills Proficiency in MS Office and DMS Dealer Management System Qualifications Experience Education Graduate Preferred BBA BCom or Diploma in Automobile Mechanical Engineering Experience 1-3 years in customer service or front-office role in automobile service industry commercial vehicle experience preferred Language Skills Fluency in Hindi and English regional language is an added advantage Work Schedule Full-time 6 days a week as per workshop operations Must be flexible during peak service periods Performance Indicators KPIs Customer satisfaction index CSI Complaint resolution rate Repeat business ratio Timely service delivery percentage AMC loyalty program conversion rate Job Types Full-time Permanent Pay Up to 15 000 00 per month Benefits Commuter assistance Provident Fund Ability to commute relocate Jammu Jammu and Kashmir Reliably commute or planning to relocate before starting work Preferred Application Question s Operating CRMDMS A SOFTWARE OF TATA MOTORS Required Experience Total Work 1 year Preferred Location Jammu Jammu and Kashmir Preferred Shift availability Day Shift Preferred Work Location In person

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