Job Description :
- Be the go-to expert for the team of calling operators for suggesting options as per customer's requirements, current market rates, documents/processes involved in vehicle transfer across different RTOs, cities, states, etc. and other important parameters that influence decision making to buy or sell a used car
- Building a concierge process to manage used-car buyers' and sellers expectations from a used car expert's prospective
- Training a team of calling operators to manage customer expectations, cross-sell, negotiate and sell VAS (Insurance, Warranty, Finance and RC transfer) in used car space to ensure customer engagement
- Work as an advisor to decision-makers involved in the used car consumer business from a customer satisfaction point of view as a single SPOC
- Maximize conversion of leads provided to the operations team by coordinating with different in-house teams in used car vertical to close other processes within required TAT to give a smooth experience to the prospective buyers and sellers
- Ensure that the calling team delivers the targeted NPS as they will be the major point of contact for all coordination with the customers
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Identify areas of improvement in the following:
(a) Conceptualizing parameters to identify buyers/sellers from whom lead conversion can be maximized
(b) Analysis of unconverted lost leads
(c) Reducing TAT from customer interest identified stage to car purchased/sold stage
- Follow all processes, SOP's and TAT's which will be designed from time to time-related to used car consumer business
Requirements :
- Proven work experience as a Used Car Sales team lead/manager handling a zone
- Have experience in team handling - Team of tele-callers/sales associates/associated Vendors
- Experience working in cross-functional teams
- Proven ability to communicate, present and influence key stakeholders at all levels of the organization
- Have strong analytical skills with the ability to visualize and interpret data
- Excellent listening, negotiation, and presentation abilities
- Strong verbal and written communication skills
- Graduation + Post Graduate Degree/Diploma
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