Customer Care Executive

2 days ago

Tiruvalla, Kerala, India AISWARYA WHEELS Full time

The Customer Relation Executive (CRE) is responsible for ensuring a superior customer experience at the service outlet. The role involves handling customer queries, managing service appointments, coordinating with the workshop team, ensuring timely vehicle delivery, and maintaining strong customer relationships to improve retention and satisfaction. Service Booking, Appointment, Conversion and Ensuring Customer Satisfaction

1. Customer Interaction & Support

  • Greet customers at the service reception and understand their service requirements.
  • Provide accurate information regarding service processes, timelines, and costs.
  • Handle customer inquiries (walk-in, phone, or online) promptly and professionally.

2. Service Appointment & Job Management

  • Schedule service appointments and manage daily service booking loads.
  • Coordinate with service advisors and workshop teams to ensure smooth workflow.
  • Update customers on the status of their vehicle during servicing.

3. Customer Satisfaction & Follow-ups

  • Conduct post-service follow-up calls to ensure customer satisfaction.
  • Address customer complaints, route unresolved issues to higher authorities, and ensure closure.
  • Encourage customers to use company service offers, AMC (Annual Maintenance Contracts), and other value-added services.

4. Documentation & Reporting

  • Maintain customer records, feedback reports, and service history data.
  • Prepare daily/weekly reports on customer satisfaction scores, follow-ups, and pending issues.
  • Assist in warranty claim documentation and customer communication.

5. Customer Retention Activities

  • Promote loyalty programs, service reminders, and periodic maintenance schedules.
  • Organize service camps, feedback drives, and customer engagement programs.
  • Ensure high retention through excellent service communication and relationship-building.

Required Skills & Competencies

  • Strong communication and interpersonal skills.
  • Customer-oriented attitude with problem-solving ability.
  • Basic technical understanding of two-wheeler service operations.
  • Ability to multitask and handle high customer volumes

Job Type: Full-time

Pay: ₹13, ₹20,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Paid time off

Experience:

  • total work: 1 year (Preferred)

Work Location: In person

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