Customer Relationship Executive (CRE)

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.”