Act as the primary point of contact for customers throughout the vehicle service lifecycle.
Greet customers warmly and address any inquiries or concerns with professionalism.
Maintain regular communication with customers about service updates, estimated completion times, and follow-ups.
Develop and implement initiatives to enhance the overall customer experience.
Collect customer feedback and use it to make data-driven decisions for service improvement.
Monitor and analyze customer satisfaction metrics, including Net Promoter Score (NPS), to identify areas for improvement.
Collaborate with service advisors, technicians, and other team members to ensure efficient and timely service delivery.
Provide guidance and training to service staff on customer service best practices.
Act as a mediator to resolve disputes or escalations, ensuring positive outcomes for both customers and the organization.
Oversee the service lounge to ensure a comfortable environment for waiting customers.
Ensure that all customer touchpoints, from initial scheduling to post-service follow-up, are handled with care and consistency.
Maintain accurate records of customer interactions, preferences, and service history.
Uphold the company’s values and standards in every customer interaction.
Promote additional service offerings and products that align with customer needs and preferences.
Skills
Customer Relationship Manager
Additional Skills
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Ability to multitask and manage time effectively in a fast-paced environment.
Familiarity with automotive service processes and terminology (preferred).
Proficiency in CRM tools, Microsoft Office Suite, and scheduling software.
