Purpose: Manage customer experience, CSI, service retention, complaint resolution, and service process standards.
Responsibilities:
1. Manage complete customer journey from booking to vehicle delivery and feedback.
2. Drive CSI/NPS, service retention, SMR, and customer satisfaction.
3. Handle complaints and escalations with timely resolution and RCA.
4. Manage service bookings, follow-ups, campaigns, AMC, EW, RSA and other VAS.
5. Ensure adherence to Maruti Suzuki service processes and customer facility standards.
6. Lead Customer Care Executives, Receptionists and Tele-callers.
7. Monitor daily MIS, CRM entries, bookings, deliveries, complaints and retention.
8. Coordinate with Workshop, Spares and CRM teams for smooth service operations.
9. Support VAS, pickup/drop and allied service revenue.
KPIs: CSI/NPS, Retention %, Complaint TAT, Booking Conversion, Feedback Completion, VAS Penetration & SMR.
Education: Graduate. MBA in Marketing/Service preferred
Experience: 3-5 years in automotive after-sales customer care ( Automobile Customer care background highly prefer)
Skills: Customer Handling, Communication, Conflict Resolution, DMS/CRM, MS Office, Leadership, Empathy
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
