Customer Care Executive

2 days ago

Surat, Gujarat, India Group Landmark Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Job Purpose:

The Customer Care Executive is responsible for ensuring customer satisfaction by handling enquiries, resolving complaints, coordinating with sales & service teams, and maintaining strong customer relationships. The role ensures smooth communication between the dealership and customers, enhancing brand loyalty and dealership reputation.

Key Responsibilities:
  • Customer Interaction & Support
  • Handle inbound and outbound calls, emails, and walk-in enquiries.
  • Provide information on sales, service, insurance, and accessories.
  • Assist customers in booking test drives, service appointments, and resolving queries.
  • Relationship Management
  • Maintain continuous follow-ups with customers before and after sales/service.
  • Ensure timely feedback calls post-service and delivery.
  • Handle escalations with empathy and professionalism.
  • Coordination & Documentation
  • Work closely with Sales, Service, and Insurance teams for smooth customer experience.
  • Maintain customer records in CRM software.
  • Support in preparing MIS reports, feedback analysis, and CSI scores.
  • Customer Experience Enhancement
  • Ensure a premium customer experience at the showroom / over phone.
  • Support in organizing customer engagement activities and events.
  • Promote loyalty programs, service packages, and dealership offerings.
Key Skills & Competencies:
  • Excellent communication skills (English, Hindi, & local language).
  • Pleasant personality with customer-first approach.
  • Strong coordination & problem-solving skills.
  • Computer literacy (MS Office, CRM systems).
Qualifications & Experience:
  • Graduate in any discipline.
  • Minimum 13 years of experience in customer care (preferably automobile, hospitality, or retail industry).
  • Freshers with excellent communication skills may also be considered.

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