Focus on driving workshop footfall through proactive customer engagement and service reminders. This role acts as the primary bridge between vehicle owners and the service department to ensure timely maintenance and high customer retention.
Key Responsibilities
- Execute high-volume outbound calls for routine service reminders and appointment scheduling based on vehicle service history.
- Conduct Post Service Follow-up (PSF) calls to capture customer feedback and document satisfaction levels or grievances.
- Promote and cross-sell Value Added Services (VAS) including Annual Maintenance Contracts (AMC), extended warranties, and insurance renewals.
- Maintain and update the Dealer Management System (DMS) with accurate customer interaction logs and updated contact details.
- Coordinate with Service Advisors and the Workshop Manager to manage the daily appointment load and bay availability.
- Handle inbound queries regarding service estimates, vehicle status, and spare part availability professionally.
- Follow up on inactive or lost customers to encourage their return to the authorized service network.
- Prepare daily and weekly reports on call connectivity, appointment conversion rates, and customer feedback trends.
Requirements
- Excellent verbal communication skills in the local language and functional English.
- Proven experience in tele-calling, customer service, or a front-desk role.
- Proficiency in basic MS Office applications, particularly Excel for data tracking.
- Ability to handle high call volumes while maintaining a polite and professional tone.
- Strong persuasion and negotiation skills to convert reminders into service bookings.
- Comfortable working in a target-oriented environment within a dealership setting.
Preferred
- Prior experience working in an authorized automotive dealership (4-wheeler or 2-wheeler).
- Familiarity with automotive Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Basic understanding of vehicle maintenance schedules and common automotive terminology.
Skills
Technical
DMS/CRM Operations, Data Entry & Management, MS Excel, Telephony System Handling
Soft Skills
Active Listening, Persuasion, Conflict Resolution, Patience, Time Management
Qualifications
Education: Graduate in any stream preferred; 12th Pass with significant experience will be considered.
Experience: 1-3 years of relevant experience in tele-calling or customer relationship management.
Certifications: Customer Service Excellence certification (optional), OEM-specific CRM training (preferred)
Work Environment
Professional dealership office environment; 6-day work week; Standard shift timings (9:00 AM - 6:00 PM).
Growth Opportunities
Potential to progress into roles such as Senior Customer Relationship Executive (CRE), Service Advisor, or Tele-calling Team Leader within the dealership network.