Customer Relationship Executive

Customer Relationship Executive - Service
Job Description:
As a Customer Relationship Executive in the Service Department for a luxury automobile dealership, you will be the key point of contact for our customers, ensuring a seamless and premium service experience. Your role is essential in maintaining high levels of customer satisfaction by understanding their needs, coordinating service requirements, and ensuring timely communication. Your ability to build strong relationships and adapt to changing situations will help you thrive in this dynamic environment.
Key Responsibilities:

• Customer Engagement: Greet and interact with customers in a professional and welcoming manner when they bring their vehicles for service. Listen to their concerns and ensure their needs are accurately documented.
• Service Coordination: Work closely with the service team to schedule appointments, coordinate repair and maintenance services, and communicate estimated timelines to customers.
• Follow-Up: Provide timely updates to customers regarding the status of their vehicle's service. Follow up with customers after service to ensure satisfaction and address any further needs or concerns.
• Customer Feedback: Gather feedback from customers about their service experience and relay any suggestions or concerns to management for continuous improvement.
• Problem Resolution: Address customer complaints and issues with empathy and professionalism, working towards effective resolutions and maintaining a positive dealership reputation.
• Communication: Clearly explain service options, repair needs, and costs to customers. Ensure that customers fully understand the services performed on their vehicles.
• Adaptability: Adjust to changing service schedules, new dealership processes, and customer needs. Stay informed about updates to service offerings and new vehicle technologies.
• Customer Retention: Develop strong relationships with customers to encourage loyalty and repeat business. Promote service packages, extended warranties, and other dealership services that add value to the customer.