Telecalling Executive

Role OverviewThe Telecaller is responsible for handling incoming and outgoing calls related to vehicle service appointments, customer follow-ups, reminders, and feedback calls. The role ensures smooth communication between customers and the service team, aiming to deliver excellent customer satisfaction and timely service coordination.

• Key Responsibilities1. Customer CommunicationMake outbound calls to customers for service reminders, due service, insurance reminders, and follow-ups.
• Handle inbound calls related to service booking, general inquiries, and complaints.
• Provide accurate information about services, offers, and workshop timings.
• 2. Service Appointment ManagementBook service appointments and schedule slots in the DMS (Dealer Management System).
• Coordinate with the workshop team for vehicle intake schedules.
• Confirm appointments through calls/SMS/WhatsApp.
• 3. Follow-up & FeedbackConduct post-service follow-up calls to ensure customer satisfaction.
• Take customer feedback and record it in the system.
• Escalate unresolved issues to the Service Advisor or CRM Manager.
• 4. Customer Database & ReportingUpdate customer contact details and vehicle information in the CRM/DMS system.
• Maintain daily call logs and submit reports to the CRM Manager.
• Track service due customers and create calling lists.
• 5. Support TasksInform customers about service offers, loyalty programs, and promotional campaigns.
• Coordinate with insurance team for renewal follow-ups.
• Assist the service team during peak hours by supporting front-desk communication.