Customer Relationship Executive

Raam Autobahn; Nashik District, Pune District, Solapur; On-site; INR 300,000 - 520,000; Full time

Job summary

Raam Autobahn in Nashik District, Maharashtra, is seeking a Service & Customer Care specialist to proactively contact customers for maintenance reminders, book service slots, and ensure smooth scheduling. You will be the first point of contact for service inquiries and collaborate with technicians to resolve issues.

The role emphasizes CSI management, data accuracy in the CRM, and supporting post-sale paperwork and loan coordination.

Qualifications

• Experience in service/appointment scheduling and customer care.
• Ability to troubleshoot queries and coordinate with technicians.
• Maintain accurate CRM records and ticket statuses.
• Handle post-sale documentation and loan coordination.

Responsibilities

• Proactively contact customers to remind them of maintenance and scheduled services.
• Book and optimize service workshop slots.
• Serve as primary contact for complaints and escalate when needed.
• Conduct Post-Service Feedback calls to monitor CSI.
• Assist with post-sale paperwork and loan coordination.
• Inform customers about warranties, AMCs, campaigns, or upgrades.
• Maintain meticulous CRM data on all touchpoints and statuses.

Skills

Customer service

Communication skills

CRM data entry

Scheduling & coordination

Problem solving

Escalation management

Tools

Salesforce

Zendesk

Custom ERP systems

Job description

• Service & Appointment Scheduling: Proactively contact customers to remind them of periodic maintenance, scheduled services, or upcoming warranty expirations. Book and optimize service workshop slots. [1, 2, 3]
• Grievance & Escalation Handling: Act as the primary point of contact for customer complaints regarding product performance, service delays, or billing. Troubleshoot baseline queries and elevate technical issues to the service manager or technicians. [1, 2, 3, 4]
• Feedback & CSI Management: Conduct Post-Service Feedback (PSF) calls to monitor Customer Satisfaction Index (CSI) scores. Analyze negative feedback and collaborate with internal departments to address root causes. [1, 2]
• Documentation & Loan/Finance Assistance: (Especially for Real Estate & Automotive) Assist customers with post-sale paperwork, registration documents, tracking delivery milestones, or coordinating with banking partners for loan disbursement approvals. [1]
• Revenue Generation (Value-Added Services): Inform customers about extended warranties, annual maintenance contracts (AMCs), service campaigns, or accessory upgrades without using high-pressure sales tactics. [1, 2]
• CRM Maintenance: Ensure meticulous data entry by tracking all customer touchpoints, ticket statuses, and service updates in the companys CRM platform (e.g., Salesforce, Zendesk, or custom ERPs). [1, 2]

Key Performance Indicators (KPIs)

1. Customer Satisfaction Index (CSI) / Net Promoter Score (NPS)
2. Service Retention & Turn-In Rate (Percentage of old customers returning for service)
3. Complaint Resolution Rate / SLA Adherence
4. Data Quality & CRM Accuracy