About the role
Role Purpose
Manage the complete customer service journey for Amaron Assist—from job allocation and customer communication to Marshal coordination, service completion, quality check and closure.
Key Responsibilities
Customer Management: Communicate with customers, understand requirements,
explain service scope, pricing and TAT, and resolve queries/complaints.
Job & Marshal Coordination: Allocate/accept jobs, coordinate with Marshals,
ensure timely arrival at customer location and monitor job progress until completion.
Service Quality: Review inspection findings, ensure work is completed as per SOP,
conduct final quality checks and minimize rework/repeat visits.
Revenue & Upselling: Identify additional service/repair requirements during
inspection, explain recommendations to customers, obtain approvals and drive
relevant upselling.
Process & Documentation: Ensure accurate estimates, billing, customer approvals,
service records, app updates and adherence to Amaron Assist SOPs.
Marshal Support & Training: Support Marshals on service processes, customer
handling and app usage, and identify training requirements.
Key KPIs
Customer Satisfaction (CSAT)
Job Acceptance & On-Time Completion
Additional Service / Upsell Conversion
Revenue per Service
Estimate & Billing Accuracy
Rework / Repeat Visit Rate
SOP & Documentation Compliance
Candidate Profile
2–5 years’ experience in automotive service/workshop operations/customer service.
Good knowledge of vehicle servicing and basic diagnostics.
Strong communication, customer handling and coordination skills.
Comfortable with mobile apps and digital job-management systems.
Willing to manage field operations within the assigned city.