Customer Care Service

Job Title: Customer Care Service

Department: Customer Service

Reports To: Customer Service Manager / Service Manager

Location: Hyderabad, Telangana, India

Summary

The Automobile Customer Care Service role is crucial in ensuring customer satisfaction and loyalty by providing exceptional service and support throughout their ownership journey. This position involves acting as a primary point of contact for customers, addressing their inquiries, resolving issues, and ensuring a positive experience with the automobile dealership or brand. The specific responsibilities and focus may vary depending on the job title (Representative, Advisor, or Manager), with increasing levels of responsibility and strategic involvement.

Key Responsibilities (Illustrative - Specific duties will vary based on the role):

For Customer Care Service Representatives/Advisors:

• Serve as the first point of contact for customers via phone, email, in-person, or other communication channels.

• Greet customers warmly and professionally, understanding their needs and concerns.

• Answer customer inquiries regarding vehicle features, services, warranties, appointments, and general information about the dealership/brand.

• Schedule service appointments efficiently, considering customer availability and service department capacity.

• Accurately document customer interactions, inquiries, and resolutions in the CRM system.

• Listen actively to customer concerns and empathize with their situation.

• Provide clear and concise information about service processes, repair timelines, and costs.

• Follow up with customers post-service to ensure satisfaction and address any remaining concerns.

• Handle customer complaints effectively and escalate complex issues to the appropriate personnel when necessary.

• Maintain a clean and organized workspace to enhance the customer experience.

• Stay updated on product knowledge, service offerings, and company policies.

• Assist in customer feedback collection and contribute to process improvement initiatives.

• Potentially assist with vehicle deliveries, explaining warranty details and key features.

• Introduce customers to relevant personnel, such as service advisors or parts department staff.

Required Skills and Qualifications:

• Education: High school diploma or equivalent is typically required. A bachelor's degree in Business Administration, Marketing, or a related field may be preferred, especially for managerial roles.

• Experience:

  • Representative/Advisor: Previous experience in customer service, preferably in the automotive industry, is often desired.

  • Manager: Minimum of 2-5 years of experience in customer service, with at least some experience in a supervisory or managerial role within the automotive sector is usually required.

• Communication Skills: Excellent verbal and written communication skills in English and potentially local languages (e.g., Telugu, Hindi in Hyderabad). Ability to communicate clearly, professionally, and empathetically with customers.

• Interpersonal Skills: Strong interpersonal and relationship-building skills. Ability to build rapport with customers and colleagues.

• Problem-Solving Skills: Ability to analyze customer issues, identify root causes, and provide effective solutions.

• Organizational Skills: Excellent organizational and time-management skills. Ability to manage multiple tasks and prioritize effectively.

• Technical Skills:

  • Basic computer skills and proficiency in using CRM software and Microsoft Office Suite.

  • Familiarity with automotive terminology, vehicle systems, and service processes is an advantage.

• Customer Focus: A genuine passion for providing excellent customer service and a customer-centric approach.

• Attention to Detail: Ability to accurately document information and follow procedures.

• Patience and Empathy: Ability to remain calm and patient when dealing with challenging customers and empathize with their concerns.

• Professionalism: Maintain a professional appearance and demeanor at all times.

• Teamwork: Ability to work effectively as part of a team.

Preferred Skills and Qualifications:

• Automotive Industry Knowledge: A strong understanding of vehicles, their maintenance, and the automotive service process.

• CRM Software Proficiency: Advanced skills in using specific CRM systems relevant to the automotive industry.

• Sales and Negotiation Skills: For certain roles, particularly those involving upselling or explaining service options.

• Conflict Resolution Skills: Ability to handle difficult customer situations and find mutually agreeable solutions.

• Leadership Skills: For managerial roles, including the ability to motivate and guide a team.

• Technical Aptitude: Ability to understand basic technical aspects of vehicles to better assist customers.

• Additional Language Skills: Fluency in additional languages can be beneficial in a diverse customer base.

Performance Metrics:

• Customer Satisfaction Scores (CSAT)

• Net Promoter Score (NPS)

• Customer Retention Rate

• Response Time to Customer Inquiries

• Issue Resolution Rate

• First Contact Resolution Rate (FCR)

• Adherence to Service Level Agreements (SLAs)

• Accuracy of Documentation

Working Conditions:

• Typically involves working in an office or customer service area within an automobile dealership or service center.

• May require sitting for extended periods and using computer and telephone systems.

• May involve occasional interactions in the service bay or showroom.

• Work hours may include weekends or evenings depending on the dealership's operating hours.

This job description provides a general overview of the Automobile Customer Care Service role. Specific duties and responsibilities may vary depending on the size and structure of the organization, the specific job title, and the level of experience

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.

More about this Customer Care Service job

1. What is the eligibility criteria to apply for this Customer Care Service job?
   Ans: The candidate should be Graduate and above and above with 0 - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹14000 - ₹24000 per month + Incentives that depends on your interview. It's a Full Time job in Hyderabad.
3. How many working days are there for this Customer Care Service job?
   Ans: This Customer Care Service job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Care Service job?
   Ans: No, there is no fee applicable for applying this Customer Care Service job and during the employment with the company, i.e., VARUN MOTORS PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Care Service role?
   Ans: There is an immediate opening of 15 Customer Care Service at VARUN MOTORS PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Only Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Care Service job?
   Ans: This Customer Care Service job has Day Shift.