Customer Relationship Officer

Jetour Sialkot; Sambrial; On-site; PKR 334,800 - 558,000; Full time

Job summary

Jetour Sialkot is seeking a Customer Relationship Officer in Sambrial, responsible for enhancing customer satisfaction and supporting the sales team. The role requires excellent communication skills in Urdu and English, and involves managing customer inquiries, ensuring a seamless after-sales experience, and assisting with service bookings.

The ideal candidate will possess a strong customer service mindset along with experience in CRM systems, enabling effective follow-ups and problem resolution. Join us to work in a dynamic environment that fosters professional growth.

Qualifications

• Strong verbal and written communication in Urdu and English; professional phone manner.
• Experience with third-party CRM or dealership management systems; accurate data entry.
• Customer service mindset with the ability to de‑escalate conflicts.

Responsibilities

• Greet and engage customers in person and via various channels.
• Manage incoming inquiries and maintain ownership of the customer experience.
• Conduct follow‑ups after vehicle delivery to confirm satisfaction.

Skills

Strong communication in Urdu and English

Experience with CRM systems

Customer service mindset

Organizational skills

Knowledge of automotive after‑sales processes

Problem-solving orientation

Teamwork and collaboration

Event support skills

Job description

Job Description

Jetour Sialkot is a leading automotive dealership based in Sambrial focused on delivering premium vehicles and exceptional customer service.

Role Overview

The Customer Relationship Officer is the primary point of contact for customers, responsible for building long‑term relationships, ensuring an excellent after‑sales experience, and supporting the sales team to maintain high satisfaction and retention rates. This role is representative of the dealership with integrity, follows up on service and delivery issues, and proactively addresses customer needs.

Key Responsibilities

• Greet and engage customers in person and via phone, email, and messaging channels.
• Manage incoming inquiries and route complex issues to appropriate teams while maintaining ownership of the customer experience.
• Maintain accurate customer records, interaction logs, and service histories in the CRM system.
• Conduct follow‑ups after vehicle delivery and service appointments to confirm satisfaction and identify any concerns.
• Coordinate service bookings, recall communications, warranty follow‑ups, and required after‑sales documentation.
• Resolve customer complaints promptly, escalating when necessary and proposing solutions that align with company policy.
• Prepare regular customer satisfaction reports and provide insights to improve processes and retention.
• Support showroom events and customer engagement initiatives to promote loyalty and referrals.

This role reports to the After‑Sales Manager and works closely with Sales, Service, and Parts teams. Jetour Sialkot offers a professional environment with opportunities to develop interpersonal and CRM skills within the automotive sector.

Job Specification

• Strong verbal and written communication in Urdu and English; professional phone manner.
• Experience with third‑party CRM or dealership management systems; accurate data entry and record keeping.
• Customer service mindset with the ability to de‑escalate conflicts and handle complaints constructively.
• Organizational skills to manage follow‑ups, appointments, and documentation concurrently.
• Basic knowledge of automotive after‑sales processes: service bookings, warranties, recalls, and parts coordination.
• Problem‑solving orientation and ability to propose practical solutions within policy constraints.
• Teamwork and collaboration with Sales, Service, and Parts departments; reliable time management.
• Comfortable supporting showroom events and customer outreach campaigns.