This role involves acting as a bridge between the customer and the workshop, focusing on the promotion and sale of value-added services, maintenance packages, and insurance products. The primary goal is to enhance the customer's ownership experience by recommending necessary service solutions while meeting the dealership's revenue targets through ethical upselling.
Key Responsibilities
- Engage with customers during service check-ins to explain various maintenance packages, Extended Warranty, and Annual Maintenance Contracts (AMC).
- Promote Value Added Services (VAS) such as interior cleaning, ceramic coating, and engine protection treatments to service walk-ins.
- Coordinate with the Service Advisor and Technical Team to understand vehicle health and provide accurate repair estimates to customers.
- Manage the service appointment diary and conduct follow-up calls for due services to ensure high workshop footfall.
- Handle customer queries regarding service costs, insurance claims, and spare parts availability with professional courtesy.
- Maintain and update customer interaction data and service history accurately in the Dealer Management System (DMS).
- Achieve monthly individual targets for labor revenue, parts sales, and service-related products.
- Ensure a high level of Customer Satisfaction Index (CSI) by providing transparent information and timely updates.
Requirements
- Bachelor’s degree in any stream or a Diploma in Automobile/Mechanical Engineering.
- Fluency in the local language and functional English communication skills.
- Possession of a valid two-wheeler or four-wheeler driving license.
- Basic proficiency in MS Office (Excel and Word) and internet usage.
- Willingness to work in a target-oriented retail environment.
- Strong interpersonal skills to handle diverse customer profiles.
Preferred
- Basic understanding of automotive parts and service intervals.
- Prior experience in a customer-facing role or retail sales internship.
- Familiarity with CRM or Dealer Management Systems (DMS) like Autoline or RevX.
Skills
Technical
Automotive Product KnowledgeSales PitchingBilling & EstimationDMS NavigationReport Generation
Soft Skills
Customer EmpathyActive ListeningNegotiationConflict ResolutionTime Management
Qualifications
Education
Graduate (B.A., B.Com, B.Sc., BBA) or Diploma in Engineering (Auto/Mech)
Experience
0-1 years (Freshers are encouraged to apply)
Certifications
OEM Product Training (to be completed post-hiring), Soft Skills Certification (Optional)
Work Environment
Standard on-site dealership workshop environment. 6 days a week schedule with typical timings from 9:30 AM to 6:30 PM. Requires active movement between the customer lounge and the workshop floor.
Growth Opportunities
High-performing consultants can transition into roles such as Service Advisor, Team Leader - Service Marketing, or Customer Relations Manager (CRM) within the dealership network.