Call Centre Executive

Job Summary:

The Call Center Executive will be the primary point of contact for customers seeking information regarding vehicle servicing, sales inquiries, bookings, and general assistance. This role requires excellent communication skills, a strong customer service orientation, and a good understanding of automotive services and sales processes. The executive will be responsible for handling inbound and outbound calls, managing customer queries efficiently, scheduling appointments, providing accurate information, and contributing to overall customer satisfaction and business growth.

Key Responsibilities:

Inbound Call Handling:

Answer incoming calls promptly and professionally.

Provide accurate and comprehensive information about vehicle models, features, pricing, financing options, service packages, warranties, and current promotions.

Address customer queries regarding service appointments, vehicle status, spare parts availability, and general service-related concerns.

Resolve customer complaints and issues with empathy and efficiency, escalating to the appropriate department when necessary.

Outbound Call Handling:

Conduct outbound calls for service reminders, follow-ups on sales leads, customer feedback surveys, and promotional campaigns.

Proactively contact customers for appointment confirmations, service updates, and post-service feedback.

Generate and qualify sales leads through outbound calls and refer them to the sales team.

Appointment Management:

Schedule, reschedule, and cancel service appointments for customers accurately and efficiently using the DMS system.

Manage the service calendar to optimize workshop capacity and customer convenience.

Send appointment confirmations and reminders to customers via call, SMS, or email.

Customer Relationship Management (CRM):

Maintain accurate and detailed customer records in the CRM system, including contact information, call logs, service history, and sales interactions.

Update customer profiles with relevant notes and information from every interaction.

Utilize CRM data to personalize customer interactions and identify potential sales or service opportunities.

Information Dissemination:

Stay updated with the latest product information, service offerings, pricing, and promotional schemes.

Provide clear, concise, and consistent information to customers.

Educate customers on the benefits of regular vehicle maintenance and genuine parts.

Sales Support:

Identify sales opportunities during customer interactions and refer qualified leads to the sales team.

Assist customers with initial sales inquiries, providing basic information to generate interest.

Follow up on sales inquiries and provide updates as required.

Reporting & Documentation:

Maintain daily call logs, service bookings, and lead generation reports.

Provide feedback on common customer queries, issues, and suggestions to management.

Adhere to all company policies and procedures.

Qualifications & Skills:

Education: Bachelor's degree or equivalent in any discipline. Diploma holders with relevant experience may also apply.

Experience : 1-3 years of experience in a call center, customer service, or tele-sales role, preferably within the automotive, hospitality, or banking sector.

Communication Skills:

Excellent verbal and written communication skills in English and Malayalam.

Ability to communicate clearly, concisely, and professionally over the phone.

Strong listening skills and the ability to empathize with customers.

Technical Skills:

Proficiency in using CRM software (Salesforce or in-house DMS).

Familiarity with Microsoft Office Suite (Word, Excel, Outlook).

Ability to quickly learn and adapt to new software and systems.

Customer Service Orientation:

A strong passion for delivering exceptional customer service.

Patience, resilience, and a positive attitude even in challenging situations.

Problem-solving skills with a focus on first-call resolution.

Automotive Knowledge (Preferred but not mandatory):

Basic understanding of automobile parts, service processes, and common vehicle issues is a plus.

Willingness to learn and quickly grasp automotive terminology and offerings.

Other Attributes:

Ability to work effectively in a fast-paced environment.

Strong organizational skills and attention to detail.

Ability to work independently as well as part of a team.

Punctuality and adherence to work schedules.

Working Conditions:

Primarily an office-based role within the Call center premises.

Working Time: 9 am to 6 pm. (No night shifts).

Requires prolonged periods of sitting and speaking on the phone.

Job Types: Full-time, Permanent

Pay: ₹12, ₹15,000.00 per month

Benefits:

• Provident Fund

Work Location: In person