Customer Relationship Officer

The Customer Relationship Officer is the primary point of contact for customers, responsible for building long-term relationships, ensuring an excellent after-sales experience, and supporting the sales team to maintain high satisfaction and retention rates. This role represents the dealership with integrity, follows up on service and delivery issues, and proactively addresses customer needs.

Key Responsibilities:

• Greet and engage customers in person, via phone, email, and messaging channels.
• Manage incoming inquiries and route complex issues to appropriate teams while maintaining ownership of the customer experience.
• Maintain accurate customer records, interaction logs, and service histories in the CRM system.
• Conduct follow-ups after vehicle delivery and service appointments to confirm satisfaction and identify concerns.
• Coordinate service bookings, recall communications, warranty follow-ups, and after-sales documentation.
• Resolve customer complaints promptly, escalate when necessary, and propose solutions that align with dealership policy.
• Collaborate with Sales, Service, and Parts departments to ensure smooth customer experiences.
• Support showroom events and customer outreach campaigns as required.

• Must-have: Strong verbal and written communication in Urdu and English; professional phone manner.
• Experience with third-party CRM or dealership management systems; accurate data entry and record keeping.
• Customer service mindset with ability to de-escalate conflicts and handle complaints constructively.
• Organizational skills to manage follow-ups, appointments, and documentation concurrently.
• Basic knowledge of automotive after-sales processes: service bookings, warranties, recalls, and parts coordination.
• Problem-solving orientation and ability to propose practical solutions within policy constraints.
• Teamwork and collaboration with Sales, Service, and Parts departments; reliable time management.
• Comfortable supporting showroom events and customer outreach campaigns.