CCM- Service

Position Title: Customer Care Manager (Four Wheeler Dealership)

Job Description:

Overview:

The Customer Care Manager plays a crucial role in ensuring exceptional customer satisfaction and loyalty within a four-wheeler dealership environment. This role involves managing a team of customer care representatives, overseeing customer interactions, resolving escalated issues, and implementing strategies to enhance the overall customer experience.

Key Responsibilities:

• Lead, train, and motivate a team of customer care representatives to deliver excellent service.
• Conduct regular performance evaluations, provide feedback, and implement coaching plans to improve team effectiveness.
• Serve as the primary point of contact for escalated customer inquiries and complaints.
• Handle complex or sensitive customer issues with professionalism, empathy, and a focus on resolution.
• Develop and implement efficient customer care processes and procedures to streamline operations and improve response times.
• Identify areas for improvement in the customer journey and collaborate with relevant departments to implement enhancements.
• Build and maintain strong relationships with customers to foster loyalty and retention.
• Act as a liaison between customers and internal departments to ensure timely resolution of issues and effective communication.
• Analyze customer feedback, complaints, and service metrics to identify trends and areas for improvement.
• Utilize data insights to develop actionable strategies for enhancing the overall customer experience.
• Monitor customer interactions to ensure compliance with company policies and standards.
• Conduct audits and quality assessments to maintain service excellence and uphold brand reputation.
• Communicate effectively with customers via various channels, including phone, email, and in-person interactions.
• Collaborate with cross-functional teams to share customer feedback, insights, and recommendations for improvement.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• Proven experience in a customer service or customer care role, preferably within the automotive industry.
• Strong leadership and team management skills with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.
• Analytical mindset with the ability to interpret data and draw actionable insights.
• Problem-solving skills with the ability to resolve conflicts and address customer concerns effectively.
• Proficiency in CRM software and other relevant tools for managing customer interactions.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.
• Commitment to providing exceptional customer service and driving continuous improvement initiatives.

The Customer Care Manager - Service, plays a pivotal role in ensuring customer satisfaction, retention, and loyalty within the four-wheeler dealership. By leading a team of dedicated customer care representatives and implementing effective strategies, the Customer Care Manager contributes to the dealership's success and reputation for excellence in service.

Job Type: Full-time

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift
• Fixed shift

Supplemental Pay:

• Commission pay
• Yearly bonus

Experience:

• total work: 3 years (Required)
• Customer service: 3 years (Required)
• Team management: 2 years (Required)
• Customer relationship management: 2 years (Required)

Work Location: In person