This role focuses on bridging the gap between digital inquiries and showroom walk-ins by managing lead lifecycles through proactive communication. The primary objective is to engage potential buyers, nurture relationships, and ensure high conversion rates from the dealership's CRM database.
Key Responsibilities
- Manage inbound and outbound calls to prospective customers from the CRM database and digital lead sources.
- Qualify leads by understanding customer requirements, budget, and vehicle preferences.
- Schedule and confirm test drive appointments and showroom visits for the sales team.
- Maintain meticulous records of all customer interactions, follow-ups, and statuses in the Dealer Management System (DMS).
- Explain current promotional offers, financing schemes, and exchange benefits to potential buyers.
- Conduct post-test drive and post-visit follow-ups to gather feedback and address customer concerns.
- Collaborate with the Sales Manager to ensure lead distribution and timely closure of open inquiries.
- Prepare daily and weekly reports on call connectivity, lead conversion, and appointment ratios.
Requirements
- 1-3 years of experience in tele-calling, inside sales, or customer relationship management.
- Fluency in the local regional language and professional proficiency in English.
- Hands-on experience with CRM software or Automotive DMS (e.g., MSIL-DMS, Autoline, or Salesforce).
- Proven ability to handle high-volume calling while maintaining a polite and persuasive demeanor.
- Basic understanding of the Indian automotive market and car buying process.
- Ability to work in a target-driven environment with strict follow-up timelines.
Preferred
- Previous experience in an authorized 4-wheeler or 2-wheeler dealership.
- Knowledge of automotive insurance and finance terminology (IRDA/DSA context).
- Certification in customer service or tele-sales techniques.
Skills
Technical
CRM Database ManagementMicrosoft Excel (VLOOKUP, Pivot Tables)Digital Lead TrackingDMS Operations
Soft Skills
Persuasive CommunicationActive ListeningObjection HandlingPatience and ResilienceRelationship Building
Qualifications
Education
Graduate in any stream (B.Com, B.A., BBA, or B.Sc preferred)
Experience
1 to 3 years in a dealership or BPO sales environment
Certifications
CRM Training Certification (Preferred), Soft Skills Training
Work Environment
Professional on-site dealership office environment; 6-day work week; Standard shift timings (typically 9:30 AM - 6:30 PM).
Growth Opportunities
High-performing CRM Telecallers can transition into Senior CRM Executive roles, Team Leader positions, or move into direct Front-end Sales Consultant roles within the dealership network.