Telecalling Executive

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.