This role involves serving as the primary point of contact for potential and existing customers to drive business growth through proactive engagement. It focuses on lead qualification, service scheduling, and maintaining high customer satisfaction levels within the dealership ecosystem.
Key Responsibilities
- Conduct outbound calls to prospective leads to schedule test drives and showroom visits for new vehicle inquiries.
- Follow up with existing customers for periodic service reminders, insurance renewals, and annual maintenance contracts.
- Maintain and update the Dealer Management System (DMS) with accurate customer interaction logs and lead statuses.
- Handle inbound inquiries regarding vehicle pricing, features, and service booking availability with professional etiquette.
- Conduct post-sales and post-service feedback surveys to record Customer Satisfaction Index (CSI) and Service Retention (SSI) data.
- Coordinate closely with the Sales and Service teams to ensure seamless handover of qualified appointments.
- Promote ongoing marketing campaigns, exchange melas, and seasonal discount offers to the existing customer database.
Requirements
- Minimum 12th pass or Graduate in any stream from a recognized board or university.
- 1 to 3 years of experience in tele-calling, customer service, or inside sales.
- Fluency in the local regional language and functional proficiency in English.
- Basic computer literacy with experience in MS Excel and email communication.
- Strong persuasive skills with a polite and patient telephonic manner.
- Ability to handle customer objections and grievances professionally.
- Comfortable working in a target-driven environment with daily calling quotas.
Preferred
- Previous experience working with an authorized automotive dealership (OEM).
- Familiarity with automotive Dealer Management Systems (DMS) like Autoline or SAP.
- Certification in Customer Relationship Management or Soft Skills training.
Skills
Technical
CRM/DMS Data Entry, Lead Management Systems, MS Office (Excel/Word), Telephony System Operation
Soft Skills
Active Listening, Persuasion, Emotional Intelligence, Time Management, Conflict Resolution
Qualifications
Education: 12th Pass / Graduate (B.A., B.Com, B.Sc, or BBA)
Experience: 1-3 years in Tele-calling or Customer Relations
Certifications: Basic Computer Course, IRDA Certification (Optional for Insurance calling)
Work Environment
On-site dealership office environment, 6 days a week, standard shift timings (usually 9:30 AM - 6:30 PM).
Growth Opportunities
High-performing candidates can transition into Customer Relations Manager (CRM) roles, Team Lead positions, or move into Front-end Sales Consultant roles within the dealership network.