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**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