0 - 5 years
2 - 5 Lacs
Posted:4 days ago|
Platform:
Work from Office
Full Time
Responsibility Area Key Activities Success Indicators
Customer Enquiries
Handling
Respond to inbound calls, resolve
queries, and route complex issues
internally.
First-call resolution,
positive feedback, SLA
adherence
Service Coordination Schedule vehicle services and
inspections; follow up on pending
requests.
Timely bookings, minimal
repeat follow-ups
Complaint
Resolution &
Escalation
Log complaints, calm irate
customers, and escalate as
required.
Low recurrence of
complaints, customer
satisfaction
System & Data
Management
Maintain accurate call records in
CRM, ensure proper call tagging.
Accurate data, consistent
reporting
Team Collaboration Liaise with internal teams to resolve
service issues.
Smooth handovers, fewer
repeat queries
Quality &
Compliance
Follow internal SOPs and ensure
GDPR & policy compliance.
Zero compliance
Customer Orientation Active listening, empathy, and ensuring a positive customer
experience.
Verbal
Communication
Clear, concise, and professional communication over the phone.
Problem Solving Logical issue resolution and escalation when required.
Lucia Enterprises
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