This role focuses on driving service revenue by proactively reaching out to customers for scheduled maintenance and repairs. It involves maintaining a high level of customer engagement to ensure long-term retention and satisfaction through effective communication and scheduling.
Key Responsibilities
- Conduct outbound calls to existing customers for Periodic Maintenance Service (PMS) reminders and bookings.
- Manage and update the Dealer Management System (DMS) with accurate customer interaction details and appointment schedules.
- Follow up with customers who missed their scheduled service appointments to reschedule at their convenience.
- Explain various service packages, AMC (Annual Maintenance Contracts), and ongoing promotional offers to customers.
- Collect Post Service Feedback (PSF) and record Customer Satisfaction Index (CSI) scores to identify areas for improvement.
- Coordinate with the Service Advisor and Workshop Manager to ensure bay availability matches the booking schedule.
- Handle inbound queries regarding service estimates, parts availability, and workshop timings professionally.
Requirements
- 1-3 years of experience in telecalling, preferably in the automotive or BPO sector.
- Fluency in the local language and a functional understanding of English.
- Basic computer proficiency including MS Excel and email etiquette.
- Proven ability to handle customer objections and convert calls into workshop visits.
- Strong organizational skills to manage high call volumes and follow-up pipelines.
Preferred
- Previous experience working with automotive DMS (e.g., MSIL-DMS, Autoline, or SAP).
- Knowledge of basic automotive service terms and maintenance schedules.
- Experience in sales or upselling service products like RSA and extended warranties.
Skills
Technical
CRM/DMS OperationsMicrosoft ExcelData EntryTelephony Systems
Soft Skills
Persuasive CommunicationActive ListeningPatienceTime ManagementConflict Resolution
Qualifications
Education
Graduate in any discipline (12th Pass with relevant experience may be considered)
Experience
1 to 3 years in a customer-facing calling role
Certifications
Certificate in Customer Relationship Management is a plus, Soft Skills training certification
What We Offer
- Attractive monthly performance-based incentives
- Provident Fund (PF) and ESI benefits
- Annual festival bonus
- OEM-certified training programs
- Career progression to Team Lead or Service Advisor roles
Work Environment
Professional office setting within an authorized dealership, 6 days a week, typically 9:30 AM to 6:30 PM.
Growth Opportunities
High-performing individuals can transition into Customer Relations Manager (CRM) roles or move into Service Advisory and Sales Consultant positions within the dealership network.