Key Responsibilities

• Manage and improve the overall customer experience throughout the service journey.
• Welcome customers and ensure professional handling at the service reception.
• Understand customer requirements, concerns, and expectations.
• Coordinate with Service Advisors, Technicians, FQC, RM, and Service Manager for timely resolution of customer concerns.
• Monitor customer feedback, complaints, and satisfaction levels.
• Follow up with customers after vehicle service to ensure satisfaction.
• Handle customer complaints and coordinate for quick and effective resolution.
• Maintain regular customer follow-up and feedback records.
• Monitor CSI/Customer Satisfaction and take corrective actions to improve scores.
• Ensure proper communication regarding job status, estimated delivery time, additional repairs, and vehicle delivery.
• Identify dissatisfied customers and escalate critical concerns to the concerned manager.
• Conduct customer calls and feedback activities as per company/service-process guidelines.
• Support the service team in achieving customer satisfaction and retention targets.
• Ensure compliance with Mahindra service standards and customer experience processes.

Required Skills

• Good communication and interpersonal skills.
• Strong customer-handling and complaint-resolution skills.
• Good knowledge of MS Office/Excel and basic MIS.
• Ability to coordinate with multiple departments.
• Positive attitude and customer-focused approach.
• Good follow-up and problem-solving skills.