Customer Care Executive

7 days ago

Madurai Tamil Nadu, India Siva Krishna TVS Full time

**Roles and Responsibilities**
- **Customer Service**:

- **Inbound Calls**: Answer incoming calls from customers regarding inquiries, service appointments, and general information.
- **Outbound Calls**: Make proactive calls to customers for service reminders, feedback collection, and informing them about important updates.
- **Service Coordination**:

- **Appointment Scheduling**: Schedule and confirm service appointments for customers.
- **Follow-Up**: Call customers to remind them of upcoming service appointments and follow up post-service to ensure satisfaction.
- **Customer Support**:

- **Query Resolution**: Provide accurate information and support regarding bike maintenance, warranty policies, and other non-sales related queries.
- **Complaint Handling**: Address and resolve customer complaints, or escalate them to the appropriate department if necessary.
- **Feedback Collection**:

- **Customer Satisfaction**: Conduct surveys and collect feedback on customer experiences with the showroom, service department, and overall satisfaction.
- **Improvement Insights**: Report feedback to management for continuous improvement of services.
- **Information Management**:

- **Data Entry**: Maintain and update customer records, service histories, and interaction logs in the CRM system.
- **Database Maintenance**: Ensure that all customer contact information is accurate and up-to-date.
- **Administrative Support**:

- **Documentation**: Assist with administrative tasks such as filing service reports, updating records, and managing service documentation.
- **Reporting**: Prepare and submit regular reports on call activities, customer feedback, and service follow-ups.
- **Promotional Information**:

- **Informative Calls**: Inform customers about new service offerings, maintenance tips, and any upcoming service camps or workshops.
- **Non-Sales Promotions**: Communicate details of any promotional activities related to customer loyalty programs or community events.
- **Coordination with Other Departments**:

- **Service Department**: Work closely with the service department to ensure smooth scheduling and customer satisfaction.
- **Marketing and Promotions**: Collaborate with the marketing team to provide input on customer preferences and feedback for service-related promotions.

**Skills and Qualifications**
- **Communication Skills**: Excellent verbal communication skills with the ability to provide clear, concise, and courteous information.
- **Customer Service Orientation**: Strong focus on delivering high-quality customer service and ensuring customer satisfaction.
- **Organizational Skills**: Effective time management and organizational skills to handle multiple tasks and calls efficiently.
- **Technical Proficiency**: Familiarity with CRM systems, telephony systems, and basic computer skills.
- **Problem-Solving Skills**: Ability to handle and resolve customer complaints and issues effectively.
- **Patience and Empathy**: Capability to empathize with customers and address their concerns patiently.

**Performance Metrics**
- **Call Handling Efficiency**: Number of calls handled and the quality of customer interactions.
- **Customer Satisfaction**: Feedback ratings from customers regarding their service experience.
- **Appointment Management**: Efficiency in scheduling, confirming, and reminding customers of service appointments.
- **Data Accuracy**: Accuracy and timeliness in updating customer records and service logs.
- **Follow-Up Consistency**: Regular and effective follow-ups with customers post-service.

**Job Types**: Full-time, Permanent

Pay: ₹140,000.00 - ₹168,000.00 per year

**Benefits**:

- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Fixed shift
- Monday to Friday
- Weekend only

Supplemental pay types:

- Commission pay
- Performance bonus
- Yearly bonus

**Location**:

- Madurai, Madurai, Tamil Nadu (preferred)

Work Location: In person

**Speak with the employer**
+91 9751866688

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