Customer Relationship Executive

Job highlights

• Annual Bonus, PFJob DescriptionCRE – Job ResponsibilitiesCustomer Reception & InteractionWelcome customers professionally when they visit the workshop.Understand customer complaints and vehicle requirements.Prepare accurate Job Cards with customer concerns and vehicle details.Explain the service process, estimated time and expected charges.Customer CommunicationKeep customers updated about vehicle inspection, additional repairs, parts requirements and delivery status.Obtain customer approval before carrying out additional work.Communicate delays and revised delivery commitments proactively.Handle customer queries and complaints professionally.Job Card & Workshop CoordinationCoordinate with Service Advisors, Technicians, Parts and Workshop teams.Monitor vehicle movement from reception → inspection → repair → QC → washing → billing → delivery.Follow up on pending jobs and ensure vehicles are completed within the committed TAT.Maintain accurate remarks and pending reasons for every vehicl

CRE – Job Responsibilities Customer Reception & Interaction Welcome customers professionally when they visit the workshop. Understand customer complaints and vehicle requirements. Prepare accurate Job Cards with customer concerns and vehicle details. Explain the service process, estimated time and expected charges. Customer Communication Keep customers updated about vehicle inspection, additional repairs, parts requirements and delivery status. Obtain customer approval before carrying out additional work. Communicate delays and revised delivery commitments proactively. Handle customer queries and complaints professionally. Job Card & Workshop Coordination Coordinate with Service Advisors, Technicians, Parts and Workshop teams. Monitor vehicle movement from reception → inspection → repair → QC → washing → billing → delivery. Follow up on pending jobs and ensure vehicles are completed within the committed TAT. Maintain accurate remarks and pending reasons for every vehicle. Estimate & Approval Prepare and explain estimates to customers. Follow up for approval on additional jobs. Ensure approvals are properly documented through the approved communication channel. Avoid unauthorized work or parts replacement. Vehicle Delivery Ensure the vehicle is ready before the promised delivery time. Verify that all customer-approved jobs are completed. Coordinate final quality check, washing and billing. Explain completed work and replaced parts to the customer during delivery. Collect customer feedback at delivery. Customer Follow-up Follow up with customers after service. Conduct satisfaction calls. Record complaints and escalate unresolved issues. Follow up on pending insurance, warranty or parts-related cases where applicable. Customer Retention & Business Development Maintain customer relationships and encourage repeat visits. Follow up for periodic maintenance/service due vehicles. Inform customers about recommended maintenance. Identify opportunities for additional legitimate services such as AC service, alignment, detailing, tyres, batteries, etc. Support service campaigns and customer outreach activities. Insurance / Cashless Coordination Coordinate with customers, surveyors and insurance teams for insurance jobs. Track survey approval and estimate approval status. Keep customers informed about insurance-related delays. Ensure documentation is complete before vehicle delivery. Daily Reporting Maintain daily pending vehicle report. Track: Vehicle number Customer name Job card number Complaint Estimate value Approval status Parts pending Repair status Promised delivery time Actual delivery time Pending reason Report delayed vehicles to the management/service manager. Customer Complaint Handling Listen carefully and understand the customer's concern. Avoid arguments or commitments outside company policy. Coordinate with the concerned department for resolution. Escalate serious complaints immediately to the Service Manager/Management. Maintain proper records of complaints and resolutions. Key Performance Indicators (KPIs)KPIResponsibilityCustomer SatisfactionMaintain high customer satisfactionRepeat CustomersImprove customer retentionFollow-up100% follow-up on assigned customersTATEnsure promised delivery commitmentsAdditional SalesGenerate genuine service opportunitiesComplaint ResolutionClose complaints within defined TATEstimate ApprovalImprove approval conversionVehicle DeliveryAccurate and timely deliveryDocumentation100% complete customer/job recordsCustomer CallsDaily service reminder & follow-up calls Important CRE Rule The CRE should act as the communication bridge between the customer and workshop—not merely as a receptionist. The CRE should always know where every customer vehicle is, what work is pending, why it is pending, who is responsible, and when it can be delivered.