Customer Care Manager-Nexa

Job Title: Customer Care Manager

Department: Customer Service / After Sales

Industry: Automobile (Car Dealership / Service Center)

Job Summary:

The Customer Care Manager is responsible for overseeing all customer service operations, ensuring high levels of customer satisfaction, handling escalations, analyzing service feedback, and driving continuous improvement. In the automobile industry, this role involves close coordination with service advisors, technicians, CRM teams, and sales teams to ensure an excellent end-to-end customer experience.

Key Responsibilities:

• Customer Experience Management:
• Ensure timely and satisfactory resolution of customer complaints and queries.
• Maintain high levels of customer satisfaction across all touchpoints (showroom, service center, online, etc.).
• Monitor Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and take corrective actions as needed.
• Team Management:
• Lead and guide a team of Customer Relationship Executives/Front Office Executives/Call Center staff.
• Conduct regular training sessions to enhance soft skills and product knowledge.
• Complaint Handling:
• Investigate and resolve escalated customer issues in coordination with technical/service departments.
• Maintain records of customer complaints and analyze trends to identify problem areas.
• CRM Systems & Reporting:
• Monitor CRM entries, follow-ups, and closure of customer cases.
• Generate daily/weekly/monthly reports on service feedback, complaints, and resolutions.
• Coordination with Departments:
• Work closely with Service Advisors, Workshop Managers, and Sales Teams to ensure customer issues are addressed holistically.
• Ensure service delivery timelines are met and communicated proactively to customers.
• Process Improvement:
• Implement customer-centric initiatives to improve dealership/service center performance.
• Gather and analyze customer feedback for service improvement.

Qualifications & Skills:

• Graduate in any discipline (preferably MBA in Marketing/Customer Relationship).
• 5+ years of experience in customer service, preferably in the automobile industry.
• Excellent communication and interpersonal skills.
• Proficient in MS Office and CRM software.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work under pressure and manage a team.

Key Performance Indicators (KPIs):

• Customer Satisfaction Index (CSI) Score
• Complaint Resolution TAT (Turnaround Time)
• Repeat Complaint Ratio
• Customer Retention Rate
• Follow-up Compliance & CRM Accuracy

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Yearly bonus

Work Location: In person