Customer Relations Executive

2 weeks ago


Ahmedabad, Gujarat, India WorkQuest India Full time
Job Title: Customer Relations Executive - Aftersales

Key Responsibilities:


  • Ensure that incoming customer calls are attended within 3 rings.
  • Maintain the customer database in high order.
  • Ensure the upkeep of Executive & Chauffeur lounges.
  • Share customer appointment details with front office staff, drivers, and watchman.
  • Coordinate service appointments and prepare them as per process.
  • Arrange bookings of replacement and loan vehicles.
  • Check TIE for pending QBs during service appointments and inform the service team accordingly.
  • Explain the service invoice to the customer if the PST is unavailable to handle the vehicle handover.
  • Liaise with the company driver for pick-up and drop-off of service for customer vehicles.
  • Document and sign the Pick-up Card correctly.
  • Check eligibility for VCSP & ANYTIME WARRANTY during service appointments and inform the customer/service team accordingly.
  • Call vehicles for pending QBs.
  • Conduct exit interviews with service customers during delivery of the vehicle.
  • Ensure post-service telephone calls are made within 5 working days from the date of delivery as per process.
  • Process negative feedback via the customer complaint process.
  • Maintain weekly and monthly records of telephone reports.
  • Prepare weekly and monthly telephone report summaries for management to discuss and decide actions.
  • Ensure all concerns are closed within 3 days from the date of raising the concern.
  • Prepare an action plan on a short-term and long-term basis to arrest the replication of the same concern with the help of CRM.
  • Co-ordinate with the Roadside Assistant in case of customer vehicle breakdown.


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