Call Centre Executive

Job Description

****As a Call Center Executive, your role involves being the main point of contact for customers inquiring about vehicle servicing, sales, bookings, and general assistance. You will handle both inbound and outbound calls, ensuring efficient customer query resolution, appointment scheduling, accurate information provision, and contributing to overall customer satisfaction and business growth.**Key Responsibilities:**- **Inbound Call Handling:** - Answer incoming calls promptly and professionally. - Provide comprehensive information on vehicle models, pricing, financing options, service packages, warranties, and promotions. - Address customer queries regarding service appointments, vehicle status, spare parts availability, and service-related concerns. - Resolve customer complaints with empathy and efficiency, escalating when necessary.- **Outbound Call Handling:** - Conduct outbound calls for service reminders, sales leads follow-ups, surveys, and campaigns. - Proactively contact customers for appointment confirmations, service updates, and feedback. - Generate and qualify sales leads through outbound calls.- **Appointment Management:** - Schedule, reschedule, and cancel service appointments accurately using the DMS system. - Optimize workshop capacity and customer convenience through service calendar management. - Send appointment confirmations and reminders via call, SMS, or email.- **Customer Relationship Management (CRM):** - Maintain detailed customer records in the CRM system. - Update customer profiles with relevant information from interactions. - Utilize CRM data for personalized customer interactions and identifying opportunities.- **Information Dissemination:** - Stay updated with product information, pricing, and promotions. - Provide clear, concise information and educate customers on vehicle maintenance benefits.- **Sales Support:** - Identify sales opportunities and refer leads to the sales team. - Assist with sales inquiries and follow-ups.- **Reporting & Documentation:** - Maintain call logs, service bookings, and lead generation reports. - Provide feedback on customer queries and suggestions. - Adhere to company policies and procedures.**Qualifications & Skills:**- **Education:** Bachelors degree or equivalent in any discipline. Relevant diploma holders with experience may apply.- **Experience:** 1-3 years in call center, customer service, or tele-sales, preferably in automotive, hospitality, or banking.**Communication Skills:**- Excellent verbal and written communication in English and Malayalam.- Professional phone communication and strong listening skills.**Technical Skills:**- Proficiency in CRM software and Microsoft Office Suite.- Ability to learn new software quickly.**Customer Service Orientation:**- Passion for exceptional customer service.- Patience, resilience, and problem-solving skills.**Automotive Knowledge (Preferred):**- Basic understanding of automobile parts and service processes.- Willingness to learn automotive terminology.**Other Attributes:**- Ability to work in a fast-paced environment.- Strong organizational skills and attention to detail.- Teamwork ability, punctuality, and adherence to schedules.**Working Conditions:**- Office-based role within the call center premises.- Working Time: 9 am to 6 pm, no night shifts.- Involves prolonged periods of sitting and phone communication.,

Keyskills :
Customer service orientationVerbalwritten communication skillsCRM softwareMicrosoft Office Suite