Executive SMR – Service Department
Department
Service
Job Summary
The Executive SMR is responsible for maintaining customer relationships by making outbound calls to vehicle owners, scheduling service appointments, promoting service campaigns, and ensuring high customer satisfaction. The role focuses on increasing service retention, generating workshop bookings, and supporting after-sales service operations.
Key Responsibilities
- Contact customers to schedule periodic vehicle service appointments.
- Follow up with customers for overdue or missed service schedules.
- Promote service offers, maintenance packages, extended warranties, and seasonal campaigns.
- Confirm workshop appointments and coordinate with the service advisors.
- Maintain accurate customer records and update the CRM/DMS system.
- Handle inbound customer inquiries related to service appointments and general service information.
- Conduct post-service follow-up calls to collect customer feedback and ensure satisfaction.
- Address customer concerns and escalate unresolved issues to the appropriate department.
- Meet daily, weekly, and monthly calling and appointment targets.
- Maintain professional communication and deliver excellent customer service.
- Support customer retention initiatives and service marketing activities.
Required Qualifications
- Bachelor's degree or Diploma in any discipline.
- 1–3 years of experience in telecalling, customer service, or the automobile service industry (preferred).
- Freshers with excellent communication skills may also be considered.
Required Skills
- Excellent verbal communication skills.
- Strong customer service orientation.
- Good interpersonal and relationship-building skills.
- Basic computer knowledge (MS Office, CRM/DMS software).
- Ability to multitask and work under pressure.
- Strong organizational and follow-up skills.
- Ability to achieve assigned targets.
Key Performance Indicators (KPIs)
- Number of outbound calls completed.
- Service appointments booked.
- Customer retention rate.
- Customer satisfaction (CSI) score.
Preferred Attributes
- Positive attitude and professional behavior.
- Customer-focused approach.
- Good listening and problem-solving skills.
- Ability to work independently and as part of a team.
- Willingness to learn and adapt to new service processes and technologies.
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
