Customer Service Manager - Service Centre

Reports to: Service Manager
Location: Pune, MH

About Legacy Motors - Ducati Pune:
Legacy Motors is the official Ducati dealership in Pune, representing one of the world's most iconic superbike brands. We are committed to delivering a premium customer experience, building a strong Ducati community, and driving brand excellence through innovative marketing initiatives.

Role Objective:
The Customer Relations Executive (CRE) is the primary liaison between the Ducati owner and the technical workshop. You are responsible for managing the entire customer lifecycle during the service process from intake and documentation to proactive communication and final vehicle delivery. Your goal is to provide a 'red carpet' experience that matches the Ducati brand's prestige.

Key Responsibilities:
Service Intake & Job Cards: * Greet customers upon arrival and perform a professional vehicle walk-around.
Accurately record customer concerns, symptoms, and service requests.
Open and manage digital Job Cards in the DMS, ensuring all data is precise.

Proactive Communication:
Act as the 'single point of contact' for the customer throughout the day.
Provide regular status updates (via phone/WhatsApp) so the customer never has to call for an update.
Communicate technical findings from the mechanics in a clear, non-technical way.

Estimation & Approval:
Present cost estimates and timelines for repairs.
Obtain formal customer approvals for any additional work discovered during the service.

Customer 'Hand-Holding':
Manage the customer's waiting experience or coordinate pick-up/drop-off services.
Handle any anxieties or grievances with extreme patience and empathy.

Delivery & Billing:
Explain the final invoice in detail, ensuring the customer understands the value of the work performed.
Confirm the motorcycle is washed, polished, and ready for delivery as per Ducati standards.
Conduct post-service follow-up calls within 48 hours to ensure total satisfaction.

Update the Master Service Tracker
Maintain and update the service MasterTracker and provide daily updates to leadership. Look for roadblocks and liaise with the Head Service Manager to find and navigate roadblocks and hurdles.

Key Skills:
Powerful communication and oration skills. Fluent in English, Marathi and Hindi and has a strong knack for conversations. Passionate about motorcycles with a drive to learn and understand the deeper technical know-how of these motorcycles. Foundational knowledge about motorcycle service, parts and related processes.