Senior Customer Care Executive

5 days ago

Kannur, Kerala, India VolksWagen Kannur Full time ₹ 1,80,000 - ₹ 3,60,000 per year

Role Overview

The Senior Customer Relations Executive (CRE) plays a key role in ensuring exceptional customer service standards in the Service Department. This role involves handling escalations, guiding junior team members, and ensuring Volkswagen's customer care policies are effectively implemented. The Senior CRE acts as a bridge between customers, service advisors, workshop teams, and management to deliver a superior ownership experience.

Key Responsibilities

Customer Handling & Relationship Management

  • Serve as the primary contact point for escalated customer queries, concerns, and grievances.
  • Build and maintain long-term relationships with customers by ensuring personalized attention and timely support.
  • Ensure transparent and proactive communication regarding service updates, costs, and delivery commitments.

Service Process & Coordination

  • Monitor service reception, job card preparation, approvals, and timely updates to customers.
  • Coordinate with service advisors, workshop, and parts department to ensure smooth workflow.
  • Oversee complaint handling and ensure quick resolution in line with Volkswagen standards.

Customer Experience & Quality Assurance

  • Conduct post-service follow-up calls and collect customer feedback.
  • Track and analyze Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
  • Recommend and implement improvements to enhance overall service quality.

Team Guidance & Leadership

  • Mentor and support junior customer relations executives.
  • Assist service advisors in managing critical or sensitive situations.
  • Provide guidance on Volkswagen processes, communication skills, and complaint resolution techniques.

Reporting & Performance Monitoring

  • Maintain escalation logs, feedback reports, and performance data for management review.
  • Share insights on customer trends and improvement opportunities with the Service Manager.
  • Support dealership initiatives like customer engagement programs, service camps, and loyalty activities.

Job Type: Full-time

Pay: ₹18, ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Food provided
  • Health insurance
  • Provident Fund

Education:

  • Bachelor's (Preferred)

Experience:

  • Customer service: 4 years (Required)

Expected Start Date: 03/10/2025

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