Customer Relations Executive

Location: PETTA

Department: Service

Reports to: Service Manager / CRM

Job Summary

We are looking for a Service Customer Relations Executive to bridge the gap between our workshop floor and our customers. Your goal is to ensure that every rider who brings their vehicle in for maintenance leaves with a bike that runs perfectly and a sense of trust in our dealership. You will manage the service desk, handle complaints, and drive service-related revenue.

Key Responsibilities

• Service Appointments: Manage the booking calendar to ensure the workshop isn't overwhelmed and customers aren't kept waiting.
• Service Advising (The "Doctor" Role): Inspect vehicles upon arrival, listen to the customer’s concerns, and translate them into "Job Cards" for the technicians.
• Cost Estimation & Approval: Provide accurate estimates for parts and labor. Call customers to get approval if additional repairs are discovered mid-service.
• Post-Service Feedback (PSF): Call every customer within 48 hours of their service to ensure the vehicle is performing well and the bill was understood.
• Revenue Generation: Actively promote value-added services such as Teflon coating, engine flushing, AMC (Annual Maintenance Contracts), and RSA (Roadside Assistance).
• Delay Management: Proactively inform customers if their vehicle delivery will be delayed to prevent frustration.

Requirements

• Education Diploma/Degree in Automobile/Mechanical Engineering (preferred) or Graduate with high technical aptitude.
• Experience2+ years in an automotive workshop environment.
• KnowledgeStrong understanding of two-wheeler components (Engines, Brakes, FI Systems, Tyres).ToolsProficiency in Dealer Management Systems (DMS) and MS Excel.
• PatienceAbility to handle "irate" customers with technical complaints calmly.Success Metrics (KPIs)To be successful in this role, you will be measured on:
• PSF Score: Maintaining a 90%+ positive feedback rating after service.
• Service Upselling: Meeting monthly targets for oil upgrades and AMC sales.
• Bay Productivity: Ensuring vehicles move through the workshop efficiently.
• Repeat Complaints: Keeping the "Return-to-Shop" rate below 2%.
• The Ideal ProfileThe "Translator": You can explain a complex "clutch plate" issue to a customer who knows nothing about mechanics.
• Detail-Oriented: You notice the small things—like a dirty mirror or a loose bolt—before the customer does.
• Thick-Skinned: You understand that when a customer is upset about their bike, they aren't upset with you personally; they just want their ride back.

Benefits

• Competitive salary + Service Incentives (based on spare parts and labor targets).
• Technical training directly from the manufacturer (OEM).
• Clean and professional workshop environment.