Customer Care Manager

Department: Service
Location: Maruti Suzuki Authorized Four-Wheeler Dealership - Coochbehar, Alipurduar, Jalpaiguri, Siliguri
Reporting To: General Manager – Service / Dealer Principal

Role Objective

To ensure exceptional customer experience across all touchpoints in the Service & Bodyshop departments by managing customer interactions, resolving concerns, and driving satisfaction scores in alignment with Maruti Suzuki standards.

Key Responsibilities

1. Customer Experience Management
Oversee customer interactions during vehicle servicing, repairs, and bodyshop visits.Ensure prompt and courteous handling of customer queries, complaints, and feedback.Monitor and improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).

2. Complaint Resolution & Escalation Handling
Act as the first point of contact for escalated service or repair issues.Coordinate with technical teams to resolve concerns efficiently.Maintain a complaint log and ensure timely closure with root cause analysis.

3. Service Follow-ups & Feedback
Implement structured post-service follow-up calls and feedback collection.Analyze feedback trends and initiate corrective actions.Coordinate with Maruti Suzuki CRM tools (e.g., DMS, MSIL Connect) for data tracking.

4. Bodyshop Coordination
Ensure customers are updated on repair timelines, insurance claim status, and delivery schedules.Liaise with insurance surveyors and internal teams for smooth claim processing.Maintain transparency in cost estimates and repair quality assurance.

5. Team Training & Soft Skills Development
Train front office staff, service advisors, and bodyshop executives on customer handling, empathy, and communication.Conduct periodic refresher sessions on Maruti Suzuki customer care protocols.

6. Process Compliance & Documentation
Ensure adherence to MSIL guidelines for customer care processes.Maintain updated SOPs for service reception, delivery, and complaint handling.Audit documentation related to job cards, invoices, and customer feedback.

7. Customer Retention & Loyalty Programs
Promote service packages, extended warranties, and loyalty benefits.Track repeat visits and initiate retention campaigns.Collaborate with marketing for festive greetings, service reminders, and referral programs.

Desired Skills & Qualifications
Graduate/Diploma in Automobile Engineering or Business Administration.3–5 years of experience in customer-facing roles in automotive service.Strong communication, empathy, and conflict resolution skills.Familiarity with Maruti Suzuki DMS, CRM tools, and service processes.

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹22,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement
• Paid sick time
• Provident Fund

Work Location: In person