Tele Sales & Customer Service Executive

JOB DESCRIPTION
Telecaller Two-Wheeler Service Workshop
Company: Satish Moto Workshop
Department: Customer Service / Service Operations
Position: Telecaller / Customer Relationship Executive
Location: [Insert Location]
Employment Type: Full-Time
Reporting To: Workshop Manager / Service Manager
About the Role
We are looking for a Telecaller to manage customer communication and service follow-ups for our
multi-brand two-wheeler workshop.
The candidate will be responsible for contacting existing and prospective customers, generating service
visits, reminding customers about periodic maintenance, following up on service enquiries, and
ensuring a positive customer experience.
Key Responsibilities
1. Customer Calling & Follow-Up
Call existing customers for periodic service reminders.
Follow up with customers whose vehicles are due for servicing.
Contact customers after service to collect feedback.
¢ Follow up on pending repairs, estimates and service approvals.
¢ Make reminder calls for upcoming service requirements.
2. Service Appointment Generation
¢ Schedule service appointments through telephone calls.
¢ Coordinate customer preferred date and time with the workshop.
¢ Follow up with customers who have missed or cancelled appointments.
¢ Generate repeat service visits from existing customers.
3. Customer Relationship Management
¢ Maintain professional and courteous communication with customers.
¢ Understand customer requirements and direct them to the appropriate service team.
¢ Inform customers about workshop services, oers and service packages.
¢ Maintain accurate customer information and service history.
4. Lead Management
¢ Handle incoming enquiries related to servicing and repairs.
¢ Follow up on leads generated through advertisements, referrals, digital platforms and
campaigns.
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¢ Convert enquiries into workshop visits.
¢ Maintain daily records of calls, leads, appointments and conversions.
5. Customer Feedback
¢ Conduct post-service feedback calls.
¢ Record customer complaints and escalate them to the Workshop/Service Manager.
¢ Follow up on unresolved customer concerns.
¢ Help improve customer satisfaction and retention.
Daily Activities
The Telecaller will be expected to:
¢ Make outbound customer calls for service reminders and follow-ups.
¢ Attend inbound customer enquiries.
¢ Schedule service appointments.
¢ Maintain the daily calling report.
¢ Update customer/service records.
¢ Follow up on pending appointments and leads.
¢ Conduct post-service feedback calls.
¢ Coordinate with service advisors and workshop sta.
Key Performance Indicators (KPIs)
Performance will be measured through:
¢ Total calls made per day
¢ Connected calls
¢ Service appointments generated
¢ Appointment conversion rate
¢ Customer revisit rate
¢ Follow-up completion rate
¢ Lead conversion
¢ Customer feedback/CSAT
¢ Customer retention
¢ Daily MIS/reporting accuracy
Required Skills
¢ Excellent verbal communication skills
¢ Hindi and English communication required
¢ Marathi preferred
¢ Pleasant and condent telephone manner
¢ Basic computer knowledge
¢ Ability to maintain Excel/CRM records
¢ Good follow-up and persuasion skills
¢ Customer-focused attitude
¢ Ability to handle customer complaints professionally
¢ Target-oriented approach
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Qualication & Experience
Education: Minimum HSC / Graduate preferred.
Experience:
¢ 12 years of experience in telecalling, customer service, sales or CRM preferred.
¢ Experience in an automobile/two-wheeler workshop or dealership will be an advantage.
¢ Freshers with strong verbal & email communication skills may also be considered.
Personal Attributes
The ideal candidate should be:
¢ Polite and professional
¢ Energetic and condent
¢ Patient while dealing with customers
¢ Good at building customer relationships
¢ Persistent with follow-ups
¢ Target-oriented
¢ Well organised
¢ A good team player
Key Objective of the Role
To increase workshop visits, improve customer retention and ensure continuous engagement
with two-wheeler customers through professional and timely telephone communication.
Career Growth
Successful candidates can progress towards roles such as:
Telecaller Customer Relationship Executive Service Advisor Senior Service Advisor
Customer Service / CRM Manager
SATISH MOTO WORKSHOP
Professional Service | Transparent Processes | Customer First
Contact: [phone removed] / [phone removed]
Email: [email removed]
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