Excellent customer service

Job Description – First Call Resolution (FCR) Executive

Process: Automobile Customer ServiceDepartment: Customer Experience / Customer SupportDesignation: Customer Service Executive – FCRIndustry: Automobile / AutomotiveProcess Type: Voice / Customer Support

Job Overview

We are looking for enthusiastic and customer-focused professionals for the First Call Resolution (FCR) – Automobile Customer Service Process.

The candidate will be responsible for handling customer queries, complaints, service-related concerns and vehicle-related inquiries, ensuring maximum customer satisfaction by resolving issues during the first interaction itself.

The ideal candidate should possess excellent communication skills, problem-solving abilities and a customer-first approach.

Key Responsibilities

• Handle inbound customer calls related to automobile products and services.
• Ensure First Call Resolution (FCR) by resolving customer concerns during the initial interaction.
• Address customer queries regarding vehicle servicing, maintenance, bookings and service appointments.
• Assist customers with vehicle-related complaints, warranty inquiries and service updates.
• Coordinate with dealerships, service centres and internal departments for issue resolution.
• Handle customer escalations professionally and provide appropriate resolutions.
• Maintain accurate customer information, interaction records and CRM updates.
• Follow up with customers wherever additional support or resolution is required.
• Maintain high standards of customer satisfaction and service quality.
• Achieve defined performance metrics, including FCR, CSAT, AHT and quality scores.

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

• Food provided
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person