Nanavati Cars Pvt Ltd · RENAULT - 4W
Nanavati Cars Pvt Ltd
Bhatpore, Hazira, Surat, Gujarat
Not disclosed
0 - 1 years
5 positions
This role focuses on maintaining high customer satisfaction levels by managing post-service interactions and ensuring seamless communication between the workshop and the client. It involves proactive engagement to drive service retention and address any concerns raised by vehicle owners during their service journey.
Conduct Post-Service Feedback (PSF) calls to customers within 48 hours of vehicle delivery to capture satisfaction scores.
Manage the service appointment calendar and send proactive reminders to customers for upcoming periodic maintenance schedules.
Handle customer queries and grievances via phone or email, escalating complex technical issues to the Service Manager when necessary.
Maintain and update accurate customer records and interaction history in the Dealer Management System (DMS).
Promote value-added services (VAS), extended warranties, and annual maintenance contracts to customers during follow-up calls.
Coordinate with the workshop floor supervisor to provide real-time vehicle status updates to waiting customers.
Generate daily and weekly reports on customer feedback trends and service booking ratios for management review.
Excellent verbal communication skills in both English and the local regional language.
Basic proficiency in Microsoft Office, particularly Excel for data entry and reporting.
Ability to handle high-volume outbound calls while maintaining a polite and professional demeanor.
Strong active listening and conflict-resolution skills to manage dissatisfied customers.
High level of patience and empathy to understand customer concerns regarding vehicle performance.
Willingness to work in a 6-day workshop environment with standard dealership timings.
Prior experience in a BPO, hospitality, or front-desk role within the automotive sector.
Familiarity with automotive CRM software or Dealer Management Systems like Autoline or SAP.
Basic understanding of car/two-wheeler mechanical components to explain service requirements.
MS Excel Typing Speed (30+ WPM),
Telephone Etiquette, Empathy, Persuasion, Time Management, Multilingual Communication
Education: Graduate in any stream (B.A., B.Com, B.Sc, BBA) or Diploma in Engineering/Management
Experience: 0-1 years (Freshers with good communication skills are encouraged to apply)
Bhatpore, Hazira
Surat, Gujarat, India
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