Job Description

To build and maintain strong relationships with customers by promoting after-sales services, ensuring customer satisfaction, and driving service business growth through effective communication, follow-ups, and retention initiatives.

Key Responsibilities:1. Customer Relationship Management

Contact customers to remind them of

service due dates

(periodic maintenance, insurance renewal, etc.). Follow up with customers post-service to ensure

customer satisfaction

and address feedback or complaints. Maintain and update the

customer database

regularly in the DMS (Dealer Management System). Coordinate with the service team to resolve customer issues promptly.

2. Service Marketing & Retention

Conduct

outbound calls and campaigns

to promote service offers, AMC (Annual Maintenance Contracts), and value-added products. Drive

service booking targets

through telecalling, referrals, and customer engagement. Participate in

customer retention programs

such as free check-up camps, doorstep campaigns, and service reminder drives. Support the

Service Manager

in achieving monthly service revenue and customer retention targets.

3. Coordination & Documentation

Coordinate with workshop advisors and front-office staff for smooth appointment scheduling. Record and maintain

daily call reports, follow-up status, and customer feedback

. Assist in generating reports for management review (customer follow-up, conversion ratio, and CSI data).

4. Customer Experience Enhancement

Ensure that all customers receive a

warm and professional response

during interactions. Escalate critical issues or complaints to the CRM or Service Manager for timely resolution. Work towards improving

Customer Satisfaction Index (CSI)

and

Net Promoter Score (NPS)

.

Key Skills & Competencies:

Excellent communication and interpersonal skills. Strong persuasion and customer-handling abilities. Proficiency in

MS Office and DMS (Dealer Management System)

. Positive attitude, patience, and customer-centric mindset. Ability to work under pressure and achieve targets.

Qualifications & Experience:

Graduate (preferably in

Marketing, Business Administration, or related field

).

1-3 years of experience

in customer relations or telemarketing (preferably in automobile service). Freshers with good communication skills may also apply.

Key Performance Indicators (KPIs):

Number of service bookings generated. Customer retention rate. Customer satisfaction and feedback scores. Call productivity and conversion ratio. Contribution to overall service revenue growth.
Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Paid sick time Provident Fund
Work Location: In person