Customer Service Executive (Service Centre)

Ducati Legacy Motors; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading motorcycle dealership in Pune is seeking a Customer Service Executive to provide exceptional service to Ducati owners. The role involves managing customer interactions throughout the service process, ensuring clear communication and a premium experience aligned with the Ducati brand. Ideal candidates should be passionate about motorcycles and possess strong communication skills. This full-time position requires an individual skilled in customer relations and service processes.

Qualifications

• Experience in customer service, ideally within the automotive or motorcycle industry.
• Ability to manage customer anxieties and grievances with patience.
• Understanding of the customer lifecycle during service processes.

Responsibilities

• Greet customers and manage service intake and documentation.
• Provide regular status updates and communicate technical findings.
• Explain the final invoice and conduct post-service follow-ups.

Skills

Powerful communication and oration skills

Fluent in English, Marathi, and Hindi

Passionate about motorcycles

Foundational knowledge about motorcycle service

Job description

Customer Service Executive (Service Centre)

Legacy Motors is the official Ducati dealership in Pune, representing one of the world’s most iconic superbike brands. We are committed to delivering a premium customer experience, building a strong Ducati community, and driving brand excellence through innovative marketing initiatives.

Role Objective

The Customer Relations Executive (CRE) is the primary liaison between the Ducati owner and the technical workshop. You are responsible for managing the entire customer lifecycle during the service process from intake and documentation to proactive communication and final vehicle curiosity. Your goal is to provide a "red carpet" experience that matches the Ducati brand’s prestige.

Key Responsibilities

• Service Intake & Job Cards:
  • Greet customers upon arrival and perform a professional vehicle walk‑around.
  • Accurately record customer concerns, symptoms, and service requests.
  • Open and manage digital Job Cards in the DMS, ensuring all data is precise.
  • Act as the "single point of contact" reconnecting customers throughout the day.
  • Provide regular status updates (via phone/WhatsApp) so the customer does not have to call for an update.
  • Communicate technical findings from the mechanics in a clear, non‑technical way.
  • Present cost estimates and timelines for repairs.
  • Obtain formal customer approvals for any additional work discovered during the service.
  • Manage the customer’s waiting experience or coordinate pick‑up/drop‑off services.
  • Handle any anxieties or grievances with extreme patience and empathyormore.
• Delivery & Billing:
  • Explain the final invoice in detail, ensuring the customer understands the value of the work performed.
  • Confirm the motorcycle is washed, polished, and ready for delivery as per Ducati standards.
  • Conduct post‑service follow‑up calls within 48 hours to ensure total satisfaction.
• Update the Master Service Tracker: ṣ
  • Maintain and update the service MasterTracker and provide daily updates to leadership.
  • Look for roadblocks and liaise with the Head Service Manager to find and navigate roadblocks and hurdles.

Key Skills

• Powerful communication and oration skills. Fluent in English, Marathi, and Hindi, with a strong knack for conversations.
• Passionate about motorcycles with a drive to learn and understand the deeper technical know‑how of these motorcycles.
• Foundational knowledge about motorcycle service, parts, and related processes.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Motor Vehicle Manufacturing