Customer Service

4 weeks ago

Thrissur, Kerala, India hotsourced Full time

About the Company

We are the UK's fastest-growing car care marketplace, dedicated to helping car owners maintain their vehicles with unmatched convenience. With over 10,000 satisfied customers, our mobile partners deliver top-notch services directly to our clients. Following a successful investment round, we're expanding our team to support our ambitious growth plans. Our success is driven by our incredible partners, whose commitment to excellence has earned us a 4.9 out of 5 rating on Reviews.io. We also empower our partners with Automate, a booking management and CRM tool.

About the Role

We're looking for a confident, conversational, and process-driven Customer Service & Sales Support Agent to join our growing customer service and sales function.

Your focus will be on nurturing warm leads, turning repair quotes into confirmed bookings by building rapport, providing guidance, and helping customers make informed decisions. This is not a hard-selling role; instead, you'll be a trusted point of contact who ensures customers feel supported from enquiry through to booking.

You'll also help keep the sales pipeline moving by following up on outstanding quotes, chasing technicians for information, and ensuring every customer receives timely and consistent communication.

Key Responsibilities

As a Customer Service & Operations Support Agent, your main goals will include:

  • Lead Nurturing: Call customers who have requested repair quotes to guide them through the process, answer questions, and encourage them to confirm bookings.
  • Outbound Calls: Confidently make high-volume outbound calls to warm leads (no cold calling).
  • Follow-Up & Organisation: Manage follow-ups systematically to ensure no customer is left waiting for an update.
  • Pipeline Management: Chase technicians for outstanding quotes to keep the system moving efficiently.
  • Customer Experience: Build rapport quickly, handle objections empathetically, and maintain a friendly, professional tone at all times.
  • Process Consistency: Work closely with the Sales Manager to ensure all calls, notes, and follow-ups follow the agreed process.

What We're Looking For

  • Experience: 2+ years in a customer service, inside sales, or lead conversion role (preferably in a high-call-volume environment).
  • Communication Skills: Excellent spoken English, clear and confident phone manner, and a warm, engaging personality.
  • Sales Mindset: Comfortable guiding customers toward a decision without hard-selling.
  • Organisation: Highly process-driven with the ability to manage multiple follow-ups and priorities.
  • Proactive: Takes initiative to chase missing information and keep deals moving forward.
  • Resilience: Comfortable making repeated calls and handling objections without losing energy or positivity.

Work Schedule

  • Shifts: Monday to Friday, 13.30pm - 10.30pm IST (8am - 5pm UK time)

Compensation & Benefits

  • Salary: Annual CTC of 6.5 - 7 LPA.
  • Time Off: 20 days of annual leave plus 11

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