Service CRE

Job Description

Job Title: Service CRE / Customer Relationship Executive
Department: Service
Company: Scooterman Automotives Pvt. Ltd.
Industry: Electric Vehicle / Automotive
Job Timing: 9.30 AM – 6.30 PM

Job Summary:

The Service CRE is responsible for maintaining good relationships with service customers, coordinating customer communication, ensuring timely follow-ups, collecting feedback, and supporting customer satisfaction and retention.

Key Responsibilities

– Welcome and assist customers visiting the service centre.
– Handle customer calls, enquiries, and service-related communication.
– Coordinate with Service Advisors regarding customer requirements.
– Make follow-up calls for service appointments and pending jobs.
– Remind customers about scheduled service and maintenance.
– Follow up with customers after vehicle service/delivery.
– Collect customer feedback and identify areas of dissatisfaction.
– Escalate customer complaints to the Service Advisor or Service Manager.
– Maintain accurate customer records and follow-up details.
– Track customer appointments, visits, and service follow-ups.
– Support customer retention and encourage repeat service visits.
– Conduct customer satisfaction follow-ups after service.
– Maintain professional communication through phone, WhatsApp, SMS, or other approved channels.
– Prepare daily/weekly customer follow-up reports.
– Coordinate with the service team to ensure timely resolution of customer concerns.
– Maintain confidentiality of customer information.
– Follow company policies, showroom discipline, and customer service standards.
– Key KPIs
– Customer satisfaction
– Service appointment conversion
– Follow-up completion
– Repeat service visits
– Customer retention
– Complaint resolution follow-up
– Customer feedback collection
– Pending customer follow-ups
– Call/WhatsApp follow-up effectiveness
– Required Skills & Qualifications
– Graduate or equivalent qualification preferred.
– 1–3 years of experience in customer service, automotive, EV, showroom, or similar industry preferred.
– Good communication and interpersonal skills.
– Customer-friendly attitude.
– Good telephone etiquette.
– Basic MS Excel and computer knowledge.
– Ability to maintain customer records and follow-up reports.
– Good coordination and problem-solving skills.
– Ability to work effectively with the service team.
– Automotive/EV experience will be an added advantage.