Customer Care Manager

Job Purpose

To enhance customer satisfaction by ensuring high-quality customer interactions, managing post-service communication, handling complaints effectively, and maintaining strong customer relationships to support service retention and CSI (Customer Satisfaction Index) improvement.

Key ResponsibilitiesCustomer Relations & Service Excellence

• Ensure excellent customer experience throughout the service lifecycle.
• Manage customer interactions during vehicle drop-off, follow-up, and delivery.
• Respond promptly to customer concerns, inquiries, and feedback.
• Maintain high CSI scores and ensure corrective actions for low-scoring cases.

Complaint Handling

• Address customer escalations and grievances professionally.
• Coordinate with Service Advisors, Technical Teams, and Workshop Heads to ensure quick resolutions.
• Conduct root cause analysis for repeated complaints and implement preventive actions.

Customer Communication & Retention

• Conduct service follow-ups, feedback calls, and reminder communication for periodic maintenance.
• Manage loyalty and retention programs such as AMC, RSA, and extended warranty renewals.
• Organize customer engagement activities like service camps and appreciation events.

Operational Responsibilities

• Ensure compliance with OEM (Maruti Suzuki) and dealership standards.
• Monitor and manage online reviews & customer feedback platforms.
• Track TAT (Turnaround Time) and ensure timely vehicle delivery.
• Prepare reports on CSI performance, repeat repairs, and customer issues for management review.

Team Coordination

• Work closely with Service Advisors, CRM executives, and workshop personnel to maintain smooth customer handling.
• Conduct regular training and briefings to reinforce customer-centric behavior.

Qualifications & Experience

• Bachelor's degree preferred (Automobile, Business Administration or related field).
• Minimum 3–5 years in customer relations, preferably in the automobile sector.
• Strong communication, interpersonal, and problem-solving skills.
• Knowledge of service processes, telecalling operations & CRM software.

Key Skills

• Customer Handling & Communication
• Conflict Resolution & Negotiation
• Knowledge of Automobile Service Process
• Data Tracking & Reporting
• Team Coordination & Training
• Complaint Management System (CMS) proficiency

Performance Indicators

• CSI/SSI scores
• Customer retention & repeat business
• Resolution time for complaints
• Reduction in repeat issues & escalation cases
• Quality of communication and documentation

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person