ompany: Fixaro Car Services
Website: https://fixaro.in
Location: Pune, Maharashtra
Department: Customer Experience & Service Operations
Job Type: Full-Time

1. Job Overview

Fixaro is looking for a proactive, customer-focused Service Advisor & Lead Conversion Executive to manage customer enquiries, generate leads, convert enquiries into confirmed bookings, and coordinate the complete vehicle servicing journey.

The candidate will be responsible for customer calling, follow-ups, understanding vehicle service requirements, preparing job cards, coordinating with partner workshops, sharing quotations, obtaining customer approvals, providing service updates, and ensuring a smooth customer experience from booking to vehicle delivery.

2. Roles & Responsibilities

A. Customer Calling & Lead Generation

- Make outbound calls to leads received through Meta Ads, Facebook, Instagram, Google, website, WhatsApp, and other marketing channels.
- Respond promptly to inbound calls and customer enquiries.
- Understand customer requirements, vehicle details, service needs, location, and preferred booking time.
- Generate recent leads through customer outreach, referrals, follow-ups, and local business opportunities.
- Explain Fixaro services, offers, membership benefits, pickup and drop availability, and applicable warranty terms.
- Maintain accurate lead records and contact details in the CRM.

B. Lead Conversion & Booking Management

- Convert qualified enquiries into confirmed service and repair bookings.
- Follow up with interested customers who have not completed their bookings.
- Explain service benefits, pricing, and booking procedures clearly.
- Address customer objections professionally without making misleading promises or offering unauthorized discounts.
- Schedule appointments based on customer preferences and workshop availability.
- Track leads through each stage: New Lead, Contacted, Interested, Follow-up, Booking Confirmed, Service Completed, and Lost.
- Maintain daily calling, follow-up, and booking conversion records.

C. Customer Consultation & Job Card Creation

- Understand vehicle complaints, maintenance requirements, and requested repairs.
- Collect vehicle make, model, variant, registration details, odometer reading, and relevant service history.
- Create accurate job cards and service requests.
- Coordinate vehicle pickup, workshop check-in, and customer appointment confirmation.
- Record customer concerns and communicate them clearly to workshop technicians.

D. Estimates, Pricing & Customer Approvals

- Coordinate with workshop partners to obtain inspection findings and repair recommendations.




- Share itemized quotations covering labour, parts, taxes, and applicable additional charges.
- Explain the scope of work, estimated completion time, and applicable warranty terms.
- Obtain explicit customer approval before proceeding with additional paid work.
- Communicate any changes in scope, cost, or delivery timelines before proceeding.
- Ensure transparent pricing with no hidden or unauthorized charges.

E. Workshop Coordination & Service Tracking

- Coordinate with partner workshops, technicians, pickup and drop personnel, and operations teams.
- Monitor vehicle inspection, servicing, repair, parts requirements, and quality-check stages.
- Follow up on pending jobs and delays.
- Provide timely customer updates through calls and WhatsApp.
- Escalate technical concerns, complaints, delays, and service-quality issues to the appropriate team.

F. Vehicle Delivery & Customer Satisfaction

- Coordinate final quality checks, billing, payment confirmation, and vehicle delivery.
- Ensure the customer receives a clear explanation of completed work and the final invoice.
- Communicate applicable service warranty terms and conditions.
- Collect customer feedback, ratings, and reviews after service completion.
- Resolve customer concerns professionally and escalate unresolved complaints.
- Encourage repeat bookings, referrals, and eligible membership renewals through appropriate follow-ups.

G. CRM Reporting & Performance Management

- Maintain accurate lead status, call history, follow-up dates, booking records, and customer feedback.
- Submit daily reports covering calls, connected leads, qualified enquiries, bookings, and completed services.
- Track lead conversion rates, cancellations, lost leads, repeat bookings, and customer satisfaction.
- Follow up with customers at appropriate intervals without excessive or unwanted communication.
- Coordinate with the marketing team to improve lead quality and campaign conversion.

3. Required Skills & Qualifications

- Graduate or diploma qualification preferred.
- Experience in customer service, telecalling, sales, CRM, automotive service, or lead conversion preferred.
- Strong verbal communication skills in Hindi and English; Marathi is an advantage.




- Basic understanding of car servicing, repairs, vehicle parts, and automotive maintenance.
- Comfortable making outbound calls and managing customer follow-ups.
- Familiarity with WhatsApp Business, spreadsheets, CRM tools, and basic computer applications.
- Strong persuasion, negotiation, problem-solving, and customer-handling skills.
- Ability to manage multiple enquiries and coordinate with workshop teams.
- Customer-first attitude, attention to detail, and commitment to transparent communication.

4. Key Performance Indicators (KPIs)

- Number of outbound calls and successfully connected customers.
- New qualified leads generated.
- Lead response time and follow-up completion rate.
- Lead-to-booking conversion rate.
- Confirmed bookings and completed service orders.
- Booking cancellation and no-show rate.
- Repeat customer bookings and referral leads.
- Customer satisfaction, feedback, and complaint resolution.
- Accuracy of CRM records, job cards, estimates, and approvals.
- Adherence to customer communication and service coordination standards.

5. Expected Behaviour & Customer Service Standards

- Communicate politely, professionally, and honestly.
- Never promise a repair outcome, warranty, discount, or delivery time without confirmation.
- Never authorize additional paid work without customer approval.
- Explain recommendations and costs before work begins.
- Protect customer information and vehicle details.
- Avoid unnecessary calls, misleading claims, and aggressive sales tactics.
- Take ownership of customer enquiries until they are resolved or properly handed over.

6. Reporting Structure

Reports to: Customer Experience Manager / Operations Manager

Works closely with: Marketing Team, Workshop Partners, Technicians, Pickup & Drop Team, Billing Team, and Customer Support.

7. Compensation

Salary: As per experience and company policy.

Performance incentives may be linked to qualified lead generation, confirmed bookings, completed service orders, customer satisfaction, and repeat business, subject to the company's approved incentive policy.

8. About Fixaro

Fixaro is a technology-enabled car service and repair platform connecting customers with partner workshops for convenient, transparent, and professionally coordinated vehicle care.

Our promise: Book Track Approve Drive.

Website: https://fixaro.in

9. Application

Interested candidates can apply with their updated resume, relevant experience, current location, and expected salary.

Pay: ₹8,000.00 - ₹12,000.00 per month

Benefits:

- Cell phone reimbursement

Work Location: In person

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