Sr./Customer Relationship Executive (Passenger car - GWM)

 

Job Context

ACI Motors has recently introduced its Passenger Car Business (GWM) and is seeking a dedicated Sr./Customer Relationship Executive to ensure an exceptional and seamless customer experience. The role involves managing customer inquiries, scheduling service appointments, resolving complaints, gathering customer feedback, and maintaining ongoing engagement to improve satisfaction, strengthen loyalty, and support long-term customer retention.

Key Responsibilities

• Contact customers to schedule service appointments and provide timely service reminders.

• Maintain accurate records of customer inquiries, complaints, and feedback in the CRM system.

• Coordinate customer requirements and service requests with service advisors and workshop teams.

• Monitor unresolved complaints and conduct regular follow-ups until satisfactory resolution.

• Keep customers informed about agreed actions, service updates, and expected response timelines.

• Conduct post-service follow-up calls to assess customer satisfaction and service experience.

• Identify recurring customer issues and communicate insights to service management for improvement.

• Maintain updated and accurate customer information, vehicle details, and contact records.

• Prepare periodic reports on customer feedback, complaints, and follow-up progress.

• Assist in implementing service campaigns, customer engagement initiatives, and retention programs.