Customer Relationship Executive

• CRE – Job ResponsibilitiesCustomer Reception & InteractionWelcome customers professionally when they visit the workshop.
• Understand customer complaints and vehicle requirements.
• Prepare accurate Job Cards with customer concerns and vehicle details.
• Explain the service process, estimated time and expected charges.
• Customer CommunicationKeep customers updated about vehicle inspection, additional repairs, parts requirements and delivery status.
• Obtain customer approval before carrying out additional work.
• Communicate delays and revised delivery commitments proactively.
• Handle customer queries and complaints professionally.
• Job Card & Workshop CoordinationCoordinate with Service Advisors, Technicians, Parts and Workshop teams.
• Monitor vehicle movement from reception → inspection → repair → QC → washing → billing → delivery.
• Follow up on pending jobs and ensure vehicles are completed within the committed TAT.
• Maintain accurate remarks and pending reasons for every vehicle.
• Estimate & ApprovalPrepare and explain estimates to customers.
• Follow up for approval on additional jobs.
• Ensure approvals are properly documented through the approved communication channel.
• Avoid unauthorized work or parts replacement.
• Vehicle DeliveryEnsure the vehicle is ready before the promised delivery time.
• Verify that all customer-approved jobs are completed.
• Coordinate final quality check, washing and billing.
• Explain completed work and replaced parts to the customer during delivery.
• Collect customer feedback at delivery.
• Customer Follow-upFollow up with customers after service.
• Conduct satisfaction calls.
• Record complaints and escalate unresolved issues.
• Follow up on pending insurance, warranty or parts-related cases where applicable.
• Customer Retention & Business DevelopmentMaintain customer relationships and encourage repeat visits.
• Follow up for periodic maintenance/service due vehicles.
• Inform customers about recommended maintenance.
• Identify opportunities for additional legitimate services such as AC service, alignment, detailing, tyres, batteries, etc.
• Support service campaigns and customer outreach activities.
• Insurance / Cashless CoordinationCoordinate with customers, surveyors and insurance teams for insurance jobs.
• Track survey approval and estimate approval status.
• Keep customers informed about insurance-related delays.
• Ensure documentation is complete before vehicle delivery.
• Daily ReportingMaintain daily pending vehicle report.
• Track:
• Vehicle number
• Customer name
• Job card number
• Complaint
• Estimate value
• Approval status
• Parts pending
• Repair status
• Promised delivery time
• Actual delivery time
• Pending reason
• Report delayed vehicles to the management/service manager.

1. Customer Complaint Handling

• Listen carefully and understand the customer's concern.
• Avoid arguments or commitments outside company policy.
• Coordinate with the concerned department for resolution.
• Escalate serious complaints immediately to the Service Manager/Management.
• Maintain proper records of complaints and resolutions.

Key Performance Indicators (KPIs)KPIResponsibilityCustomer SatisfactionMaintain high customer satisfactionRepeat CustomersImprove customer retentionFollow-up100% follow-up on assigned customersTATEnsure promised delivery commitmentsAdditional SalesGenerate genuine service opportunitiesComplaint ResolutionClose complaints within defined TATEstimate ApprovalImprove approval conversionVehicle DeliveryAccurate and timely deliveryDocumentation100% complete customer/job recordsCustomer CallsDaily service reminder & follow-up calls

Important CRE RuleThe CRE should act as the communication bridge between the customer and workshop—not merely as a receptionist.

The CRE should always know where every customer vehicle is, what work is pending, why it is pending, who is responsible, and when it can be delivered.