Telecalling Incharge

**Job Title**:Telecalling Incharge - Service Department**

**Industry**: Automobile
**Department**: After-Sales / Service
**Location**: Salem
**Reporting To**: Service Manager

**Job Summary**:
The Telecalling Incharge - Service is responsible for supervising and managing the telecalling team that handles customer interactions related to vehicle servicing. The role ensures high levels of customer satisfaction, timely appointment bookings, service reminders, and follow-ups for feedback and repeat visits.

**Key Responsibilities**:

- Supervise and lead the telecalling team handling service appointments and follow-ups.
- Monitor daily call logs, track performance, and maintain call quality.
- Coordinate with the workshop to confirm booking slots and availability.
- Handle escalations and resolve customer complaints courteously and efficiently.
- Implement and manage CRM systems to ensure data accuracy and call documentation.
- Send service reminders, insurance renewal alerts, and promotional offers to customers.
- Track customer feedback and analyze satisfaction scores to improve service quality.
- Train and motivate the telecalling team to meet targets and improve performance.
- Generate daily, weekly, and monthly reports on calls made, bookings, and customer satisfaction.

**Required Skills and Qualifications**:

- Graduate in any discipline; additional certifications in customer service or communication are a plus.
- **5-8 years of experience in telecalling**/customer service, preferably in the automobile industry.
- Strong communication and interpersonal skills in regional and English language.
- Basic knowledge of vehicle servicing processes.
- Proficient in CRM tools and Microsoft Office (Excel, Word).
- Ability to lead a team and work under pressure.

**Key Performance Indicators (KPIs)**:

- Number of service bookings generated
- Customer satisfaction/feedback scores
- Team call productivity and call quality
- Reduction in missed or delayed service follow-ups
- Repeat service customer ratio

Pay: ₹18,000.00 - ₹25,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Yearly bonus

**Language**:

- Tamil (preferred)

Work Location: In person