This role focuses on driving workshop revenue and customer retention by managing service appointments and post-service engagement. It involves proactive communication with vehicle owners to ensure timely maintenance and high satisfaction levels through professional telephonic interaction.
Key Responsibilities
- Make outbound calls to customers for periodic maintenance service (PMS) reminders and appointment scheduling.
- Conduct Post Service Follow-up (PSF) calls within 48 hours of vehicle delivery to capture customer feedback and CSI scores.
- Promote and sell Value Added Services (VAS), Extended Warranty, and Annual Maintenance Contracts (AMC) over the phone.
- Manage and update the Dealer Management System (DMS) with accurate customer interaction logs and appointment details.
- Follow up with 'lost' or 'lapsed' customers to understand reasons for attrition and encourage workshop return.
- Coordinate with the Service Manager and Service Advisors to manage daily workshop load and bay availability.
- Handle inbound service-related queries regarding estimates, pick-up/drop facilities, and technical concerns.
- Maintain a daily report of calls made, appointments booked, and conversions achieved for management review.
Requirements
- Excellent verbal communication skills in English and the local regional language.
- Proven experience in outbound calling, preferably in a sales or service environment.
- Basic proficiency in Microsoft Excel for data entry and reporting.
- Ability to handle customer grievances with empathy and professional patience.
- Comfortable working with daily calling targets and conversion benchmarks.
Preferred
- Prior experience working in an authorized automotive dealership (OEM) service center.
- Familiarity with automotive Dealer Management Systems (DMS) like Autoline, SAP, or MSD.
- Knowledge of basic automotive service terminology and maintenance schedules.
Skills
Technical
CRM/DMS Navigation, Data Entry, MS Excel, Telephony Systems
Soft Skills
Active Listening, Persuasion, Conflict Resolution, Time Management
Qualifications
Education: Graduate in any discipline (12th Pass with significant experience may be considered)
Experience: 1-3 years in Tele-calling, Customer Service, or BPO operations
Certifications: Basic Computer Certification, Customer Relationship Management (CRM) training is a plus
Work Environment
Standard dealership office environment; 6 days a week (Monday to Saturday); 9:30 AM to 6:30 PM shift.
Growth Opportunities
High-performing candidates can transition into roles such as CRM Coordinator, Service Advisor, or Team Lead - Telecalling within the group's network.