Telecaller / Customer Relationship Executive – Service Experience: 1–3 years in Telecalling / Customer Service / Automotive preferred Employment Type: Full time Role Objective To proactively connect with existing TVS customers through outbound calls, ensure service follow-ups, improve customer satisfaction and generate additional business through service reminders, insurance renewal, RSA and other customer engagement initiatives.
Key Responsibilities Make PSF (Post Service Follow-up) calls to customers and capture feedback on service experience. Conduct NPS calls and ensure customer feedback is accurately recorded and escalated wherever required. Make service reminder calls to customers due for periodic/regular servicing.
Follow up with customers for pending or missed services and encourage timely vehicle maintenance. Contact customers for insurance renewal and generate renewal leads. Promote and generate sales for RSA (Roadside Assistance) and other relevant service offerings.
Maintain regular follow-up with customers and update call outcomes in the CRM/DMS.
Identify customer concerns during calls and coordinate with the Service Advisor/Service Manager for resolution. Maintain daily calling records, lead status and follow-up pipeline.
Achieve defined daily/monthly calling, conversion and revenue targets . Ensure professional and courteous communication with every customer.
Key Skills Excellent Hindi, Marathi and English communication skills. Good telephone etiquette and customer-handling skills. Ability to convince, follow up and convert customer opportunities. Basic computer/CRM/DMS knowledge. Strong customer focus and listening skills. Target-oriented with good follow-up discipline. Automotive / two-wheeler service experience preferred.
Key Performance
Indicators (KPIs) PSF calling completion and customer feedback. NPS calling coverage and customer satisfaction. Service reminder conversion. Insurance renewal leads/conversion. RSA sales. Customer retention and repeat service visits. Call productivity and follow-up closure. Accuracy of CRM/DMS updates.