Job Purpose:

The Customer Care Executive ensures a seamless and premium experience for customers by handling inquiries, coordinating between departments, resolving complaints, and maintaining long-term customer relationships. The role is vital for improving Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) at the dealership.

Key Responsibilities:

• Customer Interaction
• Handle inbound and outbound calls, emails, and walk-in inquiries.
• Assist customers with booking test drives, service appointments, and product information.
• Guide customers regarding insurance renewals, accessories, and service packages.
• Customer Relationship Management
• Conduct feedback and follow-up calls after sales and service.
• Address and resolve customer concerns with empathy and professionalism.
• Maintain strong relationships to drive loyalty and repeat business.
• Coordination & Support
• Work closely with Sales, Service, and Insurance teams to ensure smooth processes.
• Maintain customer records in CRM/DMS software.
• Support in organizing events, customer meets, and engagement activities.
• Customer Experience Enhancement
• Ensure customers feel welcomed and valued at the showroom and service center.
• Promote loyalty programs, AMC, extended warranty, and dealership offers.
• Escalate unresolved issues to management for quick resolution.

Key Skills & Competencies:

• Excellent communication skills (English, Hindi & local language).
• Polite, presentable, and customer-first approach.
• Strong problem-solving and coordination skills.
• Computer proficiency (MS Office, CRM software).

Qualifications & Experience:

• Graduate in any discipline.
• Minimum 1–3 years of experience in customer service (automobile / hospitality / retail preferred).
• Freshers with excellent communication skills may also be considered.