Customer Relationship Executive

The Customer Relationship Executive – Service manages all customer communication before and after service. They handle service reminders and appointment bookings, conduct post-service follow-ups and satisfaction calls, resolve customer concerns, and maintain the customer database to drive service retention and a high Customer Satisfaction Index (CSI).

Main Responsibilities & Tasks

Appointment & service reminders

• Call customers due for periodic/free service and paid service to schedule appointments
• Maintain and work the daily reminder list from the DMS/service database
• Coordinate appointment slots with the workshop to balance daily load and reduce waiting time

Pre-service coordination

• Confirm bookings a day in advance and inform customers of documents, timing, and estimated cost
• Update the service team on expected walk-ins and any special customer requests
• Handle inbound calls and walk-in queries regarding service, charges, and status

Post-service follow-up

• Make post-service follow-up calls (typically within 24–72 hours) to check satisfaction
• Record customer feedback, capture complaints, and log responses in the CRM
• Follow up on promised call-backs, pending work, and re-visit cases until closure

Complaint handling

• Attend to customer complaints promptly, empathetically, and professionally