Act as the primary point of contact for escalated service-related concerns
Monitor and improve Customer Satisfaction Index (CSI) performance
Handle customer complaints and ensure timely resolution
Conduct post-service follow-up calls and feedback collection
Coordinate between Service Advisors, Workshop, and Management
Ensure compliance with brand service standards and processes
Prepare customer experience reports for management review
Train and mentor junior CREs or front-desk staff
Support retention programs and loyalty initiatives
