Job Description

Role: Customer/Quality Care Manager Automobile Industry A Customer Care Manager in the automobile industry is responsible for ensuring excellent customer service across all touchpoints, handling customer queries and complaints, enhancing customer satisfaction, and maintaining long-term client relationships. Key Responsibilities: 1. Customer Relationship Management Build and maintain strong relationships with customers. Act as a point of contact between the company and customers. Ensure timely resolution of customer complaints and concerns. 2. Service Quality Monitoring Oversee the customer service team and ensure high standards of service. Monitor customer feedback and implement improvement strategies. Conduct surveys and collect feedback to measure customer satisfaction. 3. Handling Complaints and Escalations Address and resolve customer complaints promptly and professionally. Investigate recurring issues and coordinate with other departments for resolution. 4. Process Improvement Analyze service processes and suggest improvements. Implement standard operating procedures (SOPs) to streamline service operations. 5. Team Management Train, guide, and supervise customer service executives. Set team goals and monitor performance metrics. Motivate staff to provide excellent customer service. 6. Coordination with Departments Collaborate with sales, service, and technical departments to resolve customer issues. Ensure smooth communication across departments to provide a seamless customer experience. 7. Customer Retention and Loyalty Implement loyalty programs and customer retention strategies. Identify high-value customers and provide personalized services. 8. Reporting and Documentation Maintain records of customer interactions and service activities. Prepare and present reports on service performance and customer satisfaction. Required Skills: Excellent communication and interpersonal skills Problem-solving and conflict resolution Leadership and team management Knowledge of automobile products and services Customer-focused mindset CRM software proficiency