Service Telecalling Executive

About the Role

Li-ON Mobility is seeking a diligent Service Telecalling Executive to foster continuous communication with customers, ensuring timely service engagements and high levels of satisfaction. This role bridges customers, service teams, and management to optimize the vehicle ownership experience.

Key Responsibilities

• Reach out to customers post vehicle delivery to assess their initial experience.
• Conduct periodic satisfaction calls and follow up after service visits.
• Manage customer database and send timely service reminders.
• Promptly identify, document, and escalate complaints.
• Coordinate service appointments and track vehicle service status.
• Deliver structured satisfaction surveys covering performance, service, staff interaction, and delivery experience.
• Maintain daily MIS reports tracking calling activity, appointments, complaints, and feedback.

Complaint Escalation Protocol

• Classify complaints into critical (P1), high priority (P2), and normal (P3).
• Ensure immediate escalation of critical complaints to management.
• Follow through until all complaints are resolved and closed.

Performance Metrics

• Monitor call productivity, contact rates, appointment conversions, complaint handling efficiency, and customer satisfaction.

Skill Requirements

• Excellent phone communication and listening skills, fluent in Kannada and English; Hindi or Telugu preferred.
• Basic computer proficiency including Excel or Google Sheets; familiarity with WhatsApp and CRM/DMS tools is advantageous.
• Strong customer handling, record-keeping, and follow-up abilities.
• Patience and professionalism when dealing with dissatisfied customers.

Personal Attributes

• Polite, confident, organized, proactive, and solution-focused personality.
• Ability to handle stress and challenging customer interactions.
• Responsible with a disciplined approach to workflow and follow-ups.

Education & Experience

• Minimum 12th pass; graduates preferred.
• 1 to 3 years experience in automobile telecalling, CRM, service centers, BPO, customer support, or dealership roles.
• Freshers with exceptional communication skills may be considered.

Additional Information

• Maintain comprehensive follow-up lifecycle covering vehicle delivery through to repeat service retention.
• Daily target of 50–70 calls and 25–40 meaningful conversations recommended, with full compliance on follow-ups and escalations.
• Submit daily MIS reports before end of shift.
• Role objective: establish continuous connection with customers post delivery to enhance retention and service quality.