Customer Relations Executive

Job Description: Customer Relations Executive (Sales)

Location: Petta

Department: Sales

Reports To: Sales Manager

Job Summary

The Customer Relations Executive (CRE) is the primary point of contact for ensuring a premium customer experience within the Honda showroom. This role focuses on bridging the gap between sales inquiries and final delivery, maintaining high customer satisfaction (CSI) scores, and managing post-sales relationships to encourage referrals and repeat business.

Key Responsibilities

1. Customer Engagement & Hospitality

• Greet walk-in customers and ensure they are attended to by the sales team promptly.
• Maintain a welcoming showroom environment that aligns with Honda’s brand standards.
• Manage the "Customer Help Desk" and handle initial inquiries regarding vehicle models, pricing, and availability.

2. Lead Management & Documentation

• Follow up with "hot" and "warm" leads generated through digital platforms or walk-ins.
• Maintain accurate customer records in the CRM software.
• Assist the sales team in completing documentation for bookings, financing, and insurance.

3. Sales Coordination & Delivery

• Coordinate with the workshop and accounts team to ensure vehicles are ready for the promised delivery time.
• Conduct a "Grand Delivery" ceremony for customers, explaining warranty terms, service schedules, and basic vehicle features.

4. Feedback & Grievance Redressal

• Conduct Post-Delivery Follow-up (PDFU) calls to gather feedback on the purchase experience.
• Address customer complaints or concerns immediately, escalating them to management when necessary.
• Analyze monthly Customer Satisfaction Index (CSI) reports and suggest improvements.

5. Retention & Marketing Support

• Execute tele-calling campaigns for seasonal offers, exchange melas, or new model launches.
• Maintain a database of existing customers for birthday/anniversary greetings and service reminders.

Required Skills and Qualifications

Education: Graduate in any discipline (Business Administration or Marketing preferred).

• Experience: 1–3 years of experience in customer service, front-of-house, or sales (preferably in the automobile industry).
• Communication: Fluent in the local language and English; excellent tele-calling etiquette.
• Technical Skills: Basic proficiency in Microsoft Office (Excel/Word) and experience with CRM software.
• Personality: Patient, well-groomed, and capable of handling stressful situations with a calm demeanor.