This role focuses on driving workshop revenue and customer retention by managing service appointments and outbound communication. It serves as a vital link between vehicle owners and the technical team to ensure timely maintenance and high satisfaction levels.
Key Responsibilities
- Conduct outbound calls to existing customers for periodic maintenance service (PMS) reminders and scheduling.
- Manage the service appointment calendar and update the Dealer Management System (DMS) in real-time.
- Perform Post-Service Feedback (PSF) calls to gauge customer satisfaction and document grievances for resolution.
- Promote value-added services such as Annual Maintenance Contracts (AMC), extended warranties, and seasonal service camps.
- Follow up with 'lost' or 'dormant' customers to understand reasons for attrition and encourage workshop return.
- Maintain daily call logs, appointment conversion reports, and customer database accuracy.
- Coordinate with Service Advisors to ensure customer requests and specific vehicle concerns are pre-noted for appointments.
- Achieve monthly targets for service booking conversions and customer reach-out productivity.
Requirements
- Excellent verbal communication skills in the local language and Hindi.
- Basic proficiency in English for system navigation and internal reporting.
- Ability to handle high-volume outbound calling (80-100 calls per day) with a professional tone.
- Basic computer literacy, specifically with MS Excel and data entry tasks.
- Strong persuasive skills to convert reminders into confirmed workshop appointments.
- Patience and emotional intelligence to handle customer complaints or objections effectively.
Preferred
- Prior experience in a BPO, tele-calling, or automotive customer service environment.
- Familiarity with automotive service terminology such as PMS, RSA, and AMC.
- Residency within a reasonable commuting distance to the dealership.
Skills
Technical
CRM/DMS Software Operation, MS Excel (Basic), Data Management, Telephony Etiquette
Soft Skills
Active Listening, Conflict Resolution, Time Management, Persuasive Communication
Qualifications
Education: 12th Pass or Graduate in any stream (B.Com, B.A., B.Sc, etc.)
Experience: 0-1 years (Freshers are encouraged to apply)
Certifications: Basic Computer Course (Optional), Soft Skills Training (Optional)
Work Environment
Professional dealership office setting; 6-day work week (Monday to Saturday); Standard shift timings (9:30 AM - 6:30 PM).
Growth Opportunities
Potential to transition into roles such as Senior Tele Caller, Service Advisor, or Customer Relations Executive (CRE) within 18-24 months based on performance.