Manager - Customer Service

As a Customer Support Operations Lead, you will be responsible for overseeing customer support operations to ensure the timely resolution of service requests, escalations, and complaints. Your role will involve monitoring the end-to-end after-sales service lifecycle, including job card handling, spare parts availability, workshop coordination, and closure compliance. You will also play a key role in training service advisors and dealership staff to enhance customer communication and satisfaction metrics. Key Responsibilities: - Lead customer support operations to ensure timely resolution of service requests, escalations, and complaints - Monitor the end-to-end after-sales service lifecycle, including job card handling, spare parts availability, workshop coordination, and closure compliance - Train service advisors and dealership staff to enhance customer communication and satisfaction metrics - Drive initiatives to improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) - Coordinate with technical teams for defect reporting, part replacement, warranty processing, and root-cause corrective actions - Conduct customer feedback surveys and implement action plans to reduce repeat failures - Maintain service MIS, performance dashboards, and provide management updates Qualifications Required: - Experience in customer support in the automotive industry (OEM/dealership/service operations preferred) - Strong interpersonal communication, conflict resolution, and people-management skills - Knowledge of service processes, spare parts management, Turnaround Time (TAT) norms, and workshop operations If you are looking to join a dynamic team in the automotive industry and have a passion for delivering exceptional customer support, this role may be the perfect fit for you.,