Customer Relationship Officer

AK Motors is looking for a Customer Relationship Executive (CRE) to manage customer interactions, service appointments, follow-ups, customer satisfaction, and service retention activities for Vespa and Aprilia customers. The ideal candidate should possess excellent communication skills, customer-centric thinking, and the ability to maintain strong customer relationships.

Key Responsibilities:

1). Customer Handling & Service Coordination

• Attend incoming customer calls and service inquiries.
• Schedule service appointments and maintain workshop calendars.
• Coordinate with Service Advisors and Workshop Team for smooth vehicle servicing.
• Welcome customers visiting the service center and assist with service-related queries.

2). Follow-Up Activities

Conduct service due reminder calls.

• Follow up with customers for pending service appointments.
• Contact customers after vehicle delivery to collect feedback.
• Generate repeat service business through regular customer engagement.

3) Customer Satisfaction & Retention.

• Ensure high levels of customer satisfaction.
• Handle customer complaints professionally and coordinate resolutions.
• Maintain records of customer feedback and service concerns.
• Work towards improving Customer Satisfaction Index (CSI) scores.

4) Database & CRM Management.

• Update customer records in CRM/DMS systems.
• Maintain service history and customer contact information.
• Prepare daily and monthly follow-up reports.
• Manage service campaign and recall activity communications.

5) Marketing & Customer Engagement.

• Inform customers about service camps, offers, accessories, and extended warranty programs.
• Promote Annual Maintenance Contracts (AMC), accessories, and genuine spare parts.
• Support dealership marketing activities through telecalling and customer outreach.

Desired Candidate Profile:

• Graduate in any discipline.
• 1–3 years of experience in customer service, telecalling, CRM, or automobile dealership operations.
• Freshers with excellent communication skills may also apply.
• Good communication skills in English, Hindi, and Marathi.
• Proficient in MS Excel, MS Office, and CRM software.
• Customer-focused attitude with strong interpersonal skills.

Skills Required:

• Customer Relationship Management
• Telecalling & Follow-Up
• Complaint Handling
• Communication & Negotiation Skills
• Data Entry & Reporting
• Time Management
• Team Coordination
• Customer Retention Techniques

Key Performance Indicators (KPIs):

• Service Appointment Conversion
• Service Due Follow-Up Effectiveness
• Customer Satisfaction Score (CSI)
• Repeat Service Business
• Customer Complaint Resolution Time
• Daily Call & Follow-Up Targets
• Service Camp Participation & Conversion