Customer Relationship Officer

About the role

The Customer Relationship Officer is the main point of contact for dealership customers. You will build long‑term relationships, ensure a smooth after‑sales experience, and support the sales team in maintaining high satisfaction and retention rates.

Key responsibilities

• Greet and engage customers in person, by phone, email and messaging channels.
• Manage incoming inquiries, route complex issues to the appropriate teams while retaining ownership of the overall 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, escalating when necessary and proposing solutions within dealership policy.
• Collaborate with Sales, Service and Parts departments to ensure seamless customer experiences.
• Support showroom events and customer outreach campaigns as required.

Required profile

• Strong verbal and written communication skills in Urdu and English with a professional phone manner.
• Experience using third‑party CRM or dealership management systems and accurate data entry.
• Customer‑service mindset with the 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 such as service bookings, warranties, recalls and parts coordination.
• Problem‑solving orientation and ability to propose practical solutions within policy constraints.
• Team player who can collaborate effectively with Sales, Service and Parts teams.

Required skills

• CRM (third‑party or dealership management system)