Job Title: Telecalling Executive (CRM & Service)

Role Objective
- To act as the primary point of contact for customers, ensuring timely service reminders, managing appointments, and maintaining high levels of customer satisfaction (CSI/customer satisfaction index) through effective communication.

Key Responsibilities
- Service Reminders: Reach out to existing customers to remind them of upcoming periodic maintenance services (PMS) and schedule appointments.
- Appointment Management: Coordinate with the floor supervisor to manage the daily workshop load and confirm bookings.
- Post-Service Follow-up: Conduct "Post-Service Feedback" calls (PSF) within 48-72 hours of vehicle delivery to ensure the customer is satisfied.
- Complaint Resolution: Handle initial customer grievances professionally and escalate them to the Service Manager when necessary.
- Lead Generation: Inform customers about ongoing service camps, AMC (Annual Maintenance Contracts), extended warranties, and value-added services (e.g., ceramic coating, underbody treatment).
- Data Management:



Maintain and update the customer database accurately in the CRM software.

Required Skills & Qualifications
- Education: Minimum Secondary (10th Pass)
- Experience: 0-1 years in telecalling, preferably within the automobile industry or a service-oriented sector.
- Language: Fluency in English, Hindi, and Marathi (essential for local customer interaction).
- Communication: Exceptional verbal communication with a polite and persuasive tone.
- Technical Knowledge: Basic understanding of car servicing terms and parts is a major plus.
- Software: Proficiency in Microsoft Excel and experience using CRM tools.

Key Performance Indicators (KPIs)
- Conversion Rate: Percentage of called customers who successfully book and show up for service.
- CSI Score: Maintaining high ratings on official Tata Motors feedback surveys.
- Call Volume: Achieving daily and weekly targets for outgoing calls.

Working Conditions
- Location: Wak

📌 Tele Calling Executive (Wakad)
🏢 Auto Point
📍 Wakad