Key Deliverables of the Job:

Frontline/Inbound Calls:

• Receive calls related to sales inquiries, service/maintenance bookings, accidents, breakdowns, pending work orders, traffic fines, etc.
• Coordinate with the battery vendor through WhatsApp for vehicle breakdown cases.
• Log all tickets in ERP software to vehicle service/repairs.
• Respond to inquiries in real-time and ensure timely resolution.
• Follow-up on the vehicle status from the Service team and update customers as required.
• Assign leads received from Marketing through WhatsApp to sales team members.
• Monitor call log tickets to ensure vehicles are serviced as per SLA.

Outbound Calls:

• Acquire new customers through outbound calls to generate leads.
• Assign leads to the concerned sales team and follow up for feedback.
• Call and fix appointments for Registration renewals.
• Proactively call Service Due customers and log tickets in ERP software.
• Schedule Mobile Service appointments for service at customer locations and coordinate with vendors.
• Conduct survey calls to gather customer feedback related to vehicle service, the process, new agreements, and replacements.
• Escalate negative feedback to the concerned team and ensure customers receive apology emails.

Other Responsibilities:

• Prepare a daily activity report of calls made.
• Update the daily inbound/outbound sales leads Tracker.
• Maintain a record of "lost items" left in customer vehicles and coordinate their return.
• Handle walk-in customers at the location, if any.
• Acknowledge and resolve customer complaints, ensuring complaints are resolved within SLA.
• Manage key accounts for important corporate customers.