| Detail | For this role |
|---|---|
| Department | Automobile Dealership |
| Level | Mid level |
| Reports to | Dealership General Manager |
| Direct reports | None |
| Experience | 1 to 4 years in customer service or a call desk |
Customer Relations Executive (Dealership) job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Customer Relations Executive (Dealership)
Department: Automobile Dealership
Reports to: Dealership General Manager
Location: [City], [office, branch or site]
About the role
A Customer Relations Executive at a dealership is the voice that keeps customers happy after they buy or service a vehicle. They make feedback and satisfaction calls, follow up service reminders, resolve complaints and keep the customer database warm. The role reports to the Dealership General Manager or a CRM head. A good customer relations executive lifts the sales and service satisfaction scores, closes complaints before they reach the manufacturer, brings customers back for service through timely reminders, and makes buyers feel looked after long after the sale.
Key responsibilities
- Make post sale and post service satisfaction calls and record the feedback honestly.
- Follow up service reminders so customers return for periodic maintenance on time.
- Log complaints, route them to the right department and follow up to resolution.
- Track satisfaction scores and flag drivers of low scores to the managers.
- Send greetings, offers and campaign messages to keep the database warm.
- Coordinate with sales and service to close open customer issues.
- Confirm delivery and first service experience with new vehicle buyers.
- Maintain accurate customer contact and vehicle records in the system.
- Prepare feedback and complaint reports for the general manager.
- Handle walk in and phone queries with courtesy and quick follow up.
Requirements
- Graduate in any stream
- Good spoken Hindi, English and the local language
- A customer service course is an advantage
- 1 to 4 years in customer service or a call desk
KRAs and KPIs for a Customer Relations Executive (Dealership)
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Satisfaction score | Sales and service satisfaction scores above the manufacturer benchmark |
| Complaint resolution | Customer complaints closed within the agreed turnaround |
| Reminder conversion | Service reminder calls converting to bookings above target |
| Feedback coverage | Feedback calls completed for the agreed share of customers |
| Data quality | Customer contact and vehicle records kept accurate above target |
| Escalation control | Complaints reaching the manufacturer kept below the agreed level |
Skills and tools
Tools used day to day: CRM software, Dealer management system, Call and messaging tools, MS Excel, Feedback portals.
Reporting line and career path
Next roles: CRM Manager, Service Advisor, Dealership General Manager
Interview questions for a Customer Relations Executive (Dealership)
- How do you calm an angry customer on a feedback call?
- How do you follow up a service reminder so the customer actually returns?
- How do you make sure a complaint is truly resolved and not just logged?
- How do you keep satisfaction scores high through busy months?
- How do you handle a customer threatening to complain to the manufacturer?
- How do you keep customer records accurate and useful?
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What does a Customer Relations Executive do at a dealership?
A Customer Relations Executive keeps customers happy after a sale or service. They make satisfaction and feedback calls, follow up service reminders, log and resolve complaints, and keep the customer database warm. Their aim is high satisfaction scores, complaints closed early, and customers who return for service and refer others.
What is the difference between a CRE and a Service Advisor?
A Service Advisor works at the service reception, receiving vehicles, giving estimates and delivering them. A Customer Relations Executive works on the relationship: feedback calls, reminders, complaints and satisfaction scores. The advisor handles the service visit; the CRE looks after the customer between and after visits.
What skills does a Customer Relations Executive need?
The role needs warm, patient customer handling, good telephone etiquette and complaint resolution, plus follow up discipline and comfort with CRM software. Fluency in Hindi, English and the local language helps a lot, since the executive speaks to a wide range of customers every day.