Job Title: Customer Care Manager (CCM) – Automobile Dealership
Location: Boisar & Kandivali
Job Type: Full-time
Job Summary
We are looking for an experienced and customer-focused Customer Care Manager (CCM) to oversee customer relationship activities at our automobile dealership. The ideal candidate will ensure exceptional customer satisfaction, manage customer feedback and complaints, improve Customer Satisfaction Index (CSI) scores, and coordinate with Sales and Service departments to deliver an outstanding ownership experience. Similar responsibilities are commonly expected across automobile dealership CCM roles.
Key Responsibilities
- Handle customer complaints, escalations, and ensure timely resolution.
- Conduct post-sales and post-service customer follow-up calls.
- Monitor Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) targets.
- Ensure customer feedback is recorded and actioned through CRM.
- Coordinate with Sales, Service, and Body Shop teams to improve customer experience.
- Maintain customer databases and generate daily, weekly, and monthly reports.
- Plan customer engagement activities, service reminders, and retention campaigns.
- Ensure dealership compliance with OEM customer care processes.
- Train front office and customer-facing staff on customer handling and service standards.
- Analyze customer feedback and recommend process improvements.
- Monitor repeat business, referrals, and customer retention.
- Handle online reviews and maintain the dealership's brand image.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer handling and conflict resolution abilities.
- Knowledge of CRM software and MS Excel.
- Leadership and team management skills.
- Strong analytical and reporting skills.
- Ability to work under pressure and meet customer satisfaction targets.
Qualifications
- Graduate in any discipline (MBA preferred).
- 3–6 years of experience as a Customer Care Manager/CRM in an automobile dealership.
Preferred Industry Experience
- Passenger Car Dealership
- Commercial Vehicle Dealership
- Luxury Car Dealership
- Two-Wheeler Dealership
Salary
₹30,000 – ₹50,000 per month (depending on experience)
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
Application Question(s):
- Do you have experience as a Customer Care Manager/CRM in an automobile dealership?
- How many years of customer relationship experience do you have?
- Which CRM software have you used?
- Have you managed customer complaint escalations?
- Current Salary? & How soon can you join?
Education:
Work Location: In person
