Customer Care Executive

About the role

The Customer Care Executive will be the primary point of contact for vehicle owners, handling inquiries, service requests and complaints. You will work closely with the service workshop, parts and sales teams to ensure a smooth and satisfactory ownership experience.

Key responsibilities

• Answer customer inquiries via phone, walk‑ins, email and other channels.
• Gather vehicle service, repair and maintenance requirements and create accurate job cards.
• Coordinate with Service Advisors, Technicians, Workshop, Spare Parts and Sales teams for timely issue resolution.
• Provide updates on service status, estimated costs and delivery timelines.
• Follow up on appointments, vehicle delivery and pending concerns.
• Handle complaints professionally and escalate critical issues to management.
• Conduct post‑service satisfaction calls and maintain records in the DMS/CRM system.
• Schedule service appointments and remind customers of upcoming services.
• Explain warranty terms, maintenance schedules and service packages.
• Maintain daily reports on complaints, appointments and satisfaction levels.

Required profile

• Bachelor’s degree (or currently studying) in management or a related field, or intermediate qualification.
• At least 1 year of relevant experience or fresh graduates willing to learn.
• Good knowledge of warranty procedures, workshop norms and automotive tools.
• Strong communication, problem‑solving and teamwork abilities.

Required skills

• Proficiency with MS Office.
• Experience using CRM/DMS platforms.