Client Relationship Executive

Role Overview

The Customer Relationship Executive (CRE) is the key point of contact between customers and the service center. The role ensures smooth customer handling, accurate job card creation, timely updates, and overall customer satisfaction from vehicle drop-off to delivery.

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Key Responsibilities

1. Customer Interaction & Support

Warmly greet customers as they arrive at the service center.

Understand customer concerns and requirements clearly.

Explain available service packages, offers, and recommended jobs.

Assist customers in selecting the right service based on bike condition and usage.

2. Job Card Creation & Service Documentation

Create accurate and detailed job cards in the system.

Ensure all customer complaints and observations are recorded.

Explain cost estimates and obtain customer approval before starting work.

3. Vehicle Status Updates

Coordinate with the Service Advisor and Workshop Supervisor for repair progress.

Proactively update customers on delay, additional work requirement, or cost changes.

Answer inbound calls related to service status, delivery times, or general queries.

4. Delivery & Post-Service Experience

Conduct a final check of the vehicle before handover.

Explain the work carried out, invoice details, and warranty coverage.

Ensure smooth and professional vehicle delivery experience.

5. Customer Feedback & Relationship Management

Collect customer feedback during delivery and over follow-up calls.

Maintain long-term relationships with customers to ensure repeat visits.

Handle complaints and escalate unresolved issues to the Service Manager.

6. CRM & Data Management

Update customer records, service history, and next service reminders.

Use CRM tools to send service reminders, insurance renewal reminders, and promotions.

Track and improve customer satisfaction metrics (CSI, NPS).

7. Coordination with Internal Teams

Work closely with technicians, parts department, and billing team.

Ensure timely availability of parts and seamless workflow.