This role serves as the primary point of contact for potential and existing customers, focusing on lead generation, service reminders, and appointment scheduling. It plays a vital role in maintaining the dealership's sales funnel and ensuring high levels of customer engagement through proactive telephonic communication.
Key Responsibilities
- Make outbound calls to potential customers from provided databases to generate leads for vehicle sales and service appointments.
- Handle incoming inquiries regarding vehicle models, pricing, and ongoing promotional offers with professional etiquette.
- Schedule test drives and service bookings, coordinating schedules with the sales and workshop departments.
- Follow up on pending leads and past customers to re-engage interest in new launches or exchange programs.
- Maintain accurate and real-time records of all calls and customer interactions in the Dealer Management System (DMS).
- Explain insurance renewal benefits and Annual Maintenance Contract (AMC) packages to existing vehicle owners.
- Conduct post-service feedback calls to document customer satisfaction and record Net Promoter Scores (NPS).
- Assist the marketing team in inviting customers to showroom events, car melas, and new model unveilings.
Requirements
- Excellent verbal communication skills in the local language and Hindi.
- Basic proficiency in English for reading and data entry purposes.
- Ability to handle high volumes of outbound calls while maintaining a polite and professional tone.
- Comfortable working with basic computer applications such as MS Excel and web-based CRMs.
- Strong persuasion and negotiation skills to convert cold calls into showroom walk-ins.
- High level of patience and resilience to handle customer objections effectively.
Preferred
- Previous experience in an automotive dealership or a BPO/telesales environment.
- Familiarity with automotive Dealer Management Systems (DMS) like Autoline, Oracle, or SAP.
- Basic understanding of car/two-wheeler features and technical specifications.
Skills
Technical
CRM/DMS Data Entry, MS Office (Excel/Word), Professional Telephone Etiquette, Lead Management
Soft Skills
Active Listening, Persuasion, Patience, Time Management, Relationship Building
Qualifications
Education: 12th Pass or Graduate in any stream (B.A., B.Com, B.Sc, etc.)
Experience: 0-2 years of experience in telecalling, customer service, or front-office roles
Certifications: Basic Computer Course (preferred), Soft Skills Training (optional)
Work Environment
Standard dealership front-office environment; 6-day work week; Shift timings typically 10 AM to 7 PM.
Growth Opportunities
Potential to progress into Senior Telecaller, CRM Team Lead, or Sales Consultant roles based on performance and target achievement.
