Tele-Caller (ICRE For Service & Spares)

Job Description

The Tele-Caller (Service & Spares) will be responsible for managing customer service inquiries related to vehicle servicing and spare parts. This role involves scheduling service appointments, following up on service feedback, informing customers about service campaigns, and assisting with spare parts inquiries, ensuring high levels of customer satisfaction and retention.Key Responsibilities:Service Appointment Scheduling: Make outbound calls to remind customers about upcoming service due dates, inform them about ongoing service campaigns, and proactively schedule service appointments.Inbound Query Handling: Respond promptly and professionally to inbound calls from customers regarding service bookings, vehicle status, general service inquiries, and spare parts availability.Customer Follow-up: Conduct post-service follow-up calls to gather feedback on service quality, address any concerns, and ensure customer satisfaction.Information Dissemination: Inform customers about new service packages, special offers on parts, warranty information, and other relevant after-sales services.Spare Parts Assistance: Provide basic information about genuine Mahindra spare parts, check availability (by coordinating with the Parts department), and guide customers on how to purchase.Database Management: Accurately update and maintain customer service records, call logs, and communication details in the Customer Relationship Management (CRM) system.Coordination: Liaise effectively with Service Advisors, Technicians, and the Parts team to ensure accurate information flow and timely resolution of customer queries.Complaint Handling: Graciously handle initial customer complaints, escalating complex issues to the Service Manager as needed, and ensure a satisfactory resolution.Reporting: Prepare and submit daily/weekly reports on call volumes, appointments scheduled, customer feedback, and other relevant metrics. Exp. - Proven experience (0 City - Krishnanagar,Kalyani,Baharampur Qualification - Minimum 10th or 12th pass. Graduates preferred.