Customer Care Manager (Used Vehicle Auction Company)

Job Description

CarTradeExchange A leading online platform for used vehicle auctions, connecting buyers and sellers nationwide. Location: Vidhyavihar/Kurla Mumbai, Maharashtra, India Are you a seasoned customer service leader with a passion for problem-solving and a knack for driving exceptional customer experiences? CarTradeExchange is seeking an experienced and dynamic Customer Care Manager to elevate our customer support operations for our fast-paced used vehicle auction platform. In this pivotal role, you will be responsible for ensuring seamless customer journeys from pre-bid inquiries to post-auction support, fostering loyalty, and enhancing our brand reputation. You'll lead a dedicated team, implement data-driven strategies, and be the champion for our customers, ensuring their interactions with our platform are positive and efficient. Key Responsibilities: Strategic Leadership: Develop and implement customer care strategies aligned with company goals, focusing on reducing complaints, increasing repeat business, and enhancing overall customer satisfaction. Team Management & Development: Lead, mentor, and motivate a team of customer care professionals, fostering a culture of excellence, continuous improvement, and customer-centricity. Conduct regular performance reviews and provide constructive feedback. Problem Solving & Root Cause Analysis: Act as the primary escalation point for complex customer issues. Conduct thorough root cause analysis to identify underlying problems, implement sustainable solutions, and prevent recurring issues. Process Optimization: Continuously evaluate and improve customer service processes, policies, and procedures to enhance efficiency, consistency, and customer experience. Data-Driven Insights: Utilize customer service data (e.g., ticket volume, resolution times, satisfaction scores) to identify trends, generate actionable insights, and report on key performance indicators (KPIs) to senior management. Strong Communication: Ensure clear, concise, and empathetic communication across all customer touchpoints and internal stakeholders. Develop and maintain a comprehensive knowledge base for common customer inquiries. Cross-Functional Collaboration: Collaborate effectively with sales, operations, IT, and marketing teams to ensure a unified and positive customer experience across the entire customer lifecycle. Quality Assurance: Establish and maintain quality assurance protocols for customer interactions, ensuring adherence to company standards and best practices. Technology Utilization: Leverage CRM systems and other customer service technologies to optimize workflow and track customer interactions. Qualifications: Graduate, or a related field. 7+ years of progressive experience in customer service management, with a significant portion in a fast-paced, high-volume environment, preferably within the auction or automotive industry. Proven ability to solve complex problems and conduct thorough root cause analysis. Highly data-driven with experience in analyzing customer service metrics and translating them into actionable strategies. Exceptional communication (written and verbal), interpersonal, and leadership skills. Demonstrated ability to manage and motivate a diverse team. Strong organizational skills and attention to detail. Proficiency with CRM software and customer service platforms. Experience in the automotive or used vehicle industry is a significant plus. Show more Show less