Customer Support Voice

1. Primary Responsibilities

A) Service Marketing: Business Generation

1. Need to follow company defined standard and procedures while answering calls and delivery messages

2. Follow up customers for service initiation, offer appointments for service

3. Maintain & communicate service appointments for the next day, to relevant role-holders

4. Handle customer queries, escalate concerns to relevant role-holders and ensure that they are closed on time

5. Prepare service marketing plan and design new initiatives, conduct activities as per requirement and RE guidelines/ norms

6. Pitch VAS to customers over the phone

7. Design relevant campaigns with Customer Relationship Manager and Works Manager to increase workshop revenue

B) Lost Customer Marketing

1. Analyze the lost cases of workshop and prepare action plan with CRM, GM service

2. Update details of lost customers in DMS in case of incorrect contact details

3. Carry out customer acquisition as per plan

4. Meet lost customers if needed to carry out customer acquisition plan

C) Service Marketing
• Answer incoming phone calls according to script and schedule a sales/service appointment
• Making outbound calls regard vehicle due for service.
• Log all Customer comments
• Schedule follow-up contact if no appointment is made
• Confirm scheduled appointments
• Follow up with Sales Department to determine if appointment was kept and the outcome
• Contact Customers based on current marketing initiatives.
• Respond to Customer website requests
• Contact Internet Customers via email and phone to schedule a Service appointment
• Assist with other duties, as assigned
• Ability to meet or exceed monthly goals
• We offer competitive wages and benefits

Job Requirements
• Customer Service experience preferred.
• Excellent written and verbal communication skills.
• Must have strong computer and phone skills and must pay careful attention to detail
• High school diploma or the equivalent.
• Valid driver's license.
• Professional personal appearance.

2. Recruitment profile:

a. Educational Qualifications: Graduate/ technical + customer handling experience

b. Industry: Auto [2 wheeler preferred], KPO, Call center, Finance & Insurance, Retail, Real Estate & Construction

c. Minimum experience: 4 years, min 2 years as a telephonic marketing executive in Automobile industry

d. Profile: customer handling experience, marketing and pitching products over a call, adherence to processes and norms

e. Passions/ Interests: Passionate about Royal Enfield and motorcycling, owns/ rides one himself

f. Competencies:

i. Customer orientation and satisfaction management

ii. Problem Solving & Decision Making

iii. Customer Management & Objection handling

iv. Negotiation skills

v. Automobile Technical knowledge

vi. Multi-Tasking, time management & prioritizing

vii. Planning and Organizing, Operational Excellence, detail orientation

Job Type: Full-time

Salary: ₹13,000.00 - ₹14,000.00 per month

Schedule:
• Day shift

Ability to commute/relocate:
• S No +/2, A/B & A/P Warje, near Warje Highway Overbridge, Pune, Maharashtra 411058, Pune - 411058, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:
• Bachelor's (Preferred)

Experience:
• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:
• Marathi,Hindi & English (Preferred)
• Marathi (Preferred)

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