This role serves as the primary touchpoint for lead qualification and customer engagement, ensuring a consistent pipeline for the sales and service departments. You will focus on converting inquiries into showroom visits and service appointments through professional communication and diligent follow-ups.
Key Responsibilities
- Execute outbound calls to potential leads generated through digital platforms and marketing campaigns to schedule test drives.
- Manage service reminder calls for existing customers to ensure high workshop retention and timely vehicle maintenance.
- Maintain an updated and accurate database in the Dealer Management System (DMS) or CRM software.
- Provide detailed information to customers regarding vehicle features, current promotional offers, and financing options.
- Conduct post-service or post-sales feedback calls to measure customer satisfaction levels.
- Coordinate closely with the Sales Consultants and Service Advisors to ensure seamless handover of qualified leads.
- Handle inbound queries related to vehicle pricing, availability, and workshop timings professionally.
- Follow up on dormant or cold leads to re-ignite interest through festive offers or new model launches.
Requirements
- Minimum 12th pass or Graduate in any discipline from a recognized board/university.
- 1-3 years of experience in tele-calling, inside sales, or customer service roles.
- Proficiency in the local regional language and functional communication skills in English.
- Basic computer literacy with experience in MS Office (Excel and Word).
- Ability to handle high-volume calling targets while maintaining a polite and professional tone.
- Strong persuasion and negotiation skills to handle customer objections effectively.
Preferred
- Prior experience working with an authorized automobile dealership (2-wheeler or 4-wheeler).
- Familiarity with automotive CRM software like MSIL-DMS, ADP, or similar platforms.
- Resident of the local area with a good understanding of local geography for customer routing.
Skills
Technical
CRM/DMS Data Entry, Lead Management Systems, Microsoft Excel, Basic Automotive Knowledge
Soft Skills
Active Listening, Telephone Etiquette, Resilience, Time Management, Conflict Resolution
Qualifications
Education: 12th Pass / Graduate (B.Com, B.A., BBA preferred)
Experience: 1-3 years in a Tele-calling or Front Office environment
Certifications: Customer Service Excellence (Preferred), Tele-sales Certification (Optional)
Work Environment
Standard on-site dealership office environment; 6-day work week; Shift timings typically 10:00 AM to 7:00 PM.
Growth Opportunities
Potential to move into roles such as Sales Consultant, Customer Relations Manager (CRM), or Tele-calling Team Leader within the dealership group.