Customer Relationship Officer

Job Overview:

We are looking for a customer-oriented and highly motivated Customer Relationship Officer (CRO) to join our team in the automotive sector. The CRO will be the key liaison between our customers and internal teams, ensuring a smooth and satisfying customer journey from pre-sales to aftersales support. Experience in using Document Management System (DMS) software is essential for managing customer data and service records effectively.

Key Responsibilities:

• Serve as the first point of contact for customers, providing assistance on enquiries, test drive bookings, service appointments, and aftersales support.

• Manage and maintain customer records, service history, and correspondence using the automotive DMS software.

• Ensure timely follow-up with customers post-purchase, after service, or during campaigns and recalls.

• Coordinate with sales, service, and technical teams to address and resolve customer concerns promptly.

• Track and monitor customer satisfaction levels and implement improvement initiatives.

• Prepare documentation such as quotations, service reports, warranty claims, and feedback summaries.

• Support marketing and customer retention campaigns through outreach calls, emails, and CRM tools.

• Maintain up-to-date knowledge of vehicle models, promotions, and service packages to assist customers accurately.

• Ensure job card and invoice are close daily.

Requirements:

• Diploma or Degree in Business Administration, Automotive Technology, or a related field.

• At least 2 years of experience in a customer service role, preferably in the automotive industry.

• Proficient in using DMS software (e.g., CDK, Reynolds & Reynolds, Dealer track, or similar platforms).

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Strong organizational skills with attention to detail.

• Able to work under pressure and handle customer complaints professionally.

• Proficient in Microsoft Office (Word, Excel, Outlook).

Preferred Skills:

• Experience in automotive dealership operations (sales or service department).

• Familiarity with CRM systems and customer feedback tools.