Tellecaller

This role involves managing customer outreach for the service department to ensure high workshop occupancy and customer retention. It focuses on proactive appointment scheduling, post-service feedback collection, and maintaining an accurate customer database to drive service revenue and satisfaction.

Key Responsibilities

• Execute outbound calls to existing customers for Periodic Maintenance Service (PMS) reminders and scheduling appointments.

• Manage the workshop appointment diary to ensure optimal distribution of vehicle inflow throughout the day.

• Conduct Post Service Follow-up (PSF) calls within 48 hours of vehicle delivery to capture customer feedback and satisfaction scores.

• Handle inbound service-related inquiries regarding service costs, pick-up/drop facilities, and ongoing promotional schemes.

• Update the Dealer Management System (DMS) with real-time data regarding customer interactions and updated contact information.

• Promote value-added services such as extended warranty, roadside assistance, and specialized car care treatments during calls.

• Track and re-engage 'lost' customers who have not visited the workshop for more than six months.

• Coordinate with Service Advisors and the Workshop Manager to communicate specific customer concerns or requests noted during calls.

Requirements

• 1-3 years of experience in tele-calling or customer service, preferably within the automotive industry.

• Fluency in the local regional language and Hindi; basic proficiency in English.

• Demonstrated ability to handle high-volume calling while maintaining a professional and polite phone etiquette.

• Basic proficiency in Microsoft Excel for data entry and report generation.

• Strong convincing and persuasion skills to convert reminders into confirmed appointments.

• Ability to work in a target-driven environment focused on workshop reporting numbers.

Preferred

• Prior experience working with OEM Dealer Management Systems (DMS) like SAP, Autoline, or internal brand software.

• Understanding of basic automotive service terminology (e.g., PMS, Oil Change, Wheel Alignment).

• Experience in handling customer grievances and escalations professionally.

Skills

Technical

CRM/DMS Data Management, Microsoft Office Suite, Telephony System Handling, Basic Automotive Knowledge

Soft Skills

Active Listening, Clear Articulation, Patience, Time Management, Empathy

Qualifications

Education: Graduate in any discipline or 12th Pass with significant relevant experience

Experience: 1 to 3 years in a calling or customer relationship role

Certifications: OEM Customer Handling Training (Preferred), Communication Skills Certification (Optional)

Work Environment

On-site workshop office environment; standard 6-day work week (Monday to Saturday); 9:30 AM to 6:30 PM shift.

Growth Opportunities

Potential to progress to CRM Coordinator, Senior Tele-caller, or Service Advisor roles based on performance and technical aptitude.