Telecaller

Job Description — Service Telecalling Executive

Company: Li-ON Mobility

Department: Service / Customer Experience

Position: Service Telecalling Executive

Location: [Showroom / Workshop Location]

Reporting To: Service Support Executive / Service Manager

Employment Type: Full-time

1. Job Purpose

The Service Telecalling Executive will be responsible for maintaining regular communication with Li-ON Mobility customers, ensuring timely service follow-ups, identifying customer concerns at an early stage, coordinating with the service team, and maintaining a high level of customer satisfaction.

The person will act as an important communication link between customers, service advisors, technicians, workshop and management.

2. Key Responsibilities

A. Customer Follow-up

Call customers after vehicle delivery to understand their initial ownership experience.

Conduct scheduled customer satisfaction calls.

Follow up with customers whose vehicles have visited the workshop.

Call customers after service completion to confirm satisfaction.

Identify unresolved or recurring complaints.

Maintain regular communication with important/high-value customers.

B. Service Reminders

Maintain the customer database and service due list.

Call customers for scheduled/periodic service reminders.

Follow up on missed service appointments.

Encourage customers to attend preventive maintenance on time.

Maintain records of customers who have confirmed or postponed service.

C. Complaint & Escalation Management

Receive and record customer complaints professionally.

Understand the customer's concern before escalating it.

Create/update complaint records with accurate details.

Immediately escalate critical complaints to the concerned service team.

Follow up internally until the issue is resolved.

Call the customer after resolution and confirm closure.

Ensure no customer complaint remains unattended.

D. Workshop Coordination

Coordinate with service advisors regarding customer appointments.

Confirm vehicle availability and service status before communicating with customers.

Follow up on vehicles pending repair/service.

Inform customers about expected completion timelines as advised by the service team.

Track delayed vehicles and escalate delays to the reporting manager.

E. Customer Satisfaction

Conduct structured calls covering:

Vehicle performance

Service experience

Staff behaviour

Repair quality

Parts availability

Vehicle delivery experience

Customer concerns

Overall satisfaction

Record customer feedback accurately and share recurring issues with management.

3. Daily MIS & Reporting

The executive will maintain daily records of:

ActivityDaily TrackingCustomers CalledNumberCustomers ConnectedNumberService RemindersNumberAppointments GeneratedNumberPost-Service CallsNumberComplaints ReceivedNumberComplaints EscalatedNumberComplaints ClosedNumberPending ComplaintsNumberCustomer FeedbackPositive/NegativeFollow-ups DueNumber

A Daily Service Telecalling Report should be submitted to the reporting manager.

4. Customer Escalation Protocol

The executive must classify complaints as:

P1 – Critical: Vehicle breakdown, safety-related concern, stranded customer, repeated major failure.

P2 – High: Vehicle unavailable for extended period, repeat repair, major unresolved complaint.

P3 – Normal: Service reminder, minor complaint, general enquiry, feedback.

Critical complaints must be immediately communicated to the Service Manager/Service Support Executive.

5. Key Performance Indicators — KPIs

Performance will be measured on:

Daily call productivity

Customer contact rate

Service appointment conversion

Service reminder conversion

Post-service follow-up completion

Complaint follow-up completion

Complaint closure rate

Customer satisfaction

Repeat complaint reduction

Data accuracy

Timely escalation

Follow-up discipline

6. Required Skills

Excellent telephone communication skills

Kannada and English communication mandatory

Hindi/Telugu preferred

Good listening skills

Customer-handling ability

Basic computer knowledge

Excel/Google Sheets knowledge

WhatsApp communication

CRM/DMS knowledge preferred

Ability to maintain accurate records

Good follow-up discipline

Patience while dealing with dissatisfied customers

Ability to coordinate with multiple departments

7. Desired Personality

The ideal candidate should be:

Polite and customer-friendly

Patient

Confident on the phone

Well organised

Proactive

Good at follow-ups

Solution-oriented

Responsible

Comfortable handling difficult customers

Able to work under pressure

8. Qualification & Experience

Education:

12th pass / Graduate preferred.

Experience:

1–3 years in any of the following:

Automobile service telecalling

Customer relationship management

Service centre

BPO/telecalling

Customer support

Automobile dealership

Freshers with excellent communication skills may also be considered.

9. Important Responsibilities Specific to Li-ON Mobility

The executive should maintain a complete customer lifecycle follow-up:

Vehicle Delivery → 1st Follow-up → Service Reminder → Service Appointment → Workshop Visit → Service Completion → Post-Service Call → Complaint Closure → Customer Satisfaction → Repeat Service

The objective is to ensure that no customer is lost due to lack of communication or follow-up.

10. Suggested Daily Working Target

A practical starting target for Li-ON Mobility could be:

50–70 customer calls/day

25–40 meaningful customer conversations/day

100% post-service follow-up

100% critical complaint escalation

100% pending complaint follow-up

Daily MIS submission before end of working day

Targets can be revised based on the size of the customer database and available manpower.

11. Role Objective

"Every customer should feel that Li-ON Mobility is continuously connected with them even after the vehicle is delivered."

The Service Telecalling Executive is therefore not merely a telecaller. The role is responsible for customer retention, early identification of problems, service conversion, complaint prevention and improving the overall ownership experience.