Customer Relationship Officer

Job Description Customer Relationship Executive (CRE) – Automobile Industry Department: Back Office/ Telecalling / Customer Relationship Management Designation: Customer Relationship Executive (CRE) Industry: Automobile / 2-Wheeler / 3-Wheeler. Reporting To: CRM Manager / Sales Manager / Workshop Manager Experience: 0–2 Years preferred Employment Type: Full-Time Location: Vikhroli, Andheri, Mahim, Dharavi, Kanjurmarg, Goregaon, Vasai. Job Purpose The Customer Relationship Executive (CRE) will be responsible for outbound calling and customer follow-up to generate sales enquiries, appointments, test drives, showroom visits, customer feedback, and lead conversions. The candidate will maintain regular communication with customers and ensure all calling activities and follow-ups are accurately updated in the CRM/DMS. Key Responsibilities 1. Outbound Calling Make daily outbound calls to prospective and existing customers. Contact leads received through various sources such as showroom enquiries, website, digital campaigns, references, and other dealership channels. Understand customer requirements, vehicle preferences, budget, and purchase plans. Provide basic information regarding vehicle models, variants, offers, finance, exchange, and ongoing schemes. Generate customer interest and encourage customers to visit the showroom or take a test drive. 2. Lead Follow-Up Follow up with all assigned leads within the defined TAT. Conduct regular follow-ups with interested and pending customers. Identify Hot, Warm, and Cold leads and prioritise calling accordingly. Maintain proper follow-up schedules for customers who have not yet purchased. Coordinate with the Sales Team for qualified and interested leads. Ensure maximum possible conversion of assigned leads into showroom visits, test drives, and bookings. 3. Appointment & Test Drive Calling Call customers and schedule showroom appointments. Generate test-drive appointments based on customer interest. Confirm scheduled appointments with customers. Follow up with customers who miss appointments or test drives. Share qualified leads and appointment details with the concerned Sales Executive. 4. Customer Feedback Calls Conduct customer feedback calls after enquiry, showroom visit, test drive, booking, and vehicle delivery, as applicable. Record customer feedback accurately. Identify customer complaints or concerns and escalate them to the concerned department. Follow up until the issue is appropriately addressed. 5. CRM / DMS Updating Update every customer interaction in the CRM/DMS system. Record call status, customer requirement, interest level, next follow-up service dates, appointment details, and remarks. Ensure no assigned lead remains unattended or without a follow-up status. Maintain accurate customer contact information and lead records. 6. Daily Calling & Reporting Achieve daily calling and follow-up targets assigned by management. Maintain daily records of: Total calls made Connected calls Not-connected calls Interested customers Follow-ups required Showroom appointments Test-drive appointments Qualified leads Customer complaints/feedback Submit daily/weekly calling reports to the Managers. Key Performance Indicators (KPIs) Daily outbound calls Call connectivity ratio Lead contact rate Lead follow-up compliance Qualified leads generated Showroom appointments generated Test-drive appointments generated Lead-to-appointment conversion Appointment-to-visit conversion Follow-up completion percentage CRM/DMS updating accuracy Customer feedback completion Customer satisfaction Contribution towards booking/sales conversion Required Skills Excellent verbal communication skills. Good Marathi / Hindi / English communication, knowledge of the local language will be an advantage. Good telephone etiquette. Strong follow-up skills. Customer-friendly and persuasive communication. Basic computer and MS Excel knowledge. Ability to work with CRM/DMS software. Good listening and convincing skills. Target-oriented approach. Ability to handle customer objections professionally. Qualification HSC, Graduate in any discipline preferred. Freshers with good communication skills may be considered. Preferred Experience Candidates with experience in: Automobile Telecalling Customer Relationship Management BPO / Telecalling Sales Calling Lead Generation Customer Service Automobile Dealership will be preferred. Ideal Candidate Profile The ideal CRE should be a confident, energetic, polite, target-oriented, and customer-focused communicator who can make a high volume of calls, maintain systematic follow-ups, generate appointments, and accurately update customer information in the CRM/DMS. Primary Objective “Call → Connect → Understand Requirement → Follow Up → Generate Appointment/Test Drive → Handover Qualified Lead → Support Conversion.”