Job DescriptionPosition: Customer Care Manager – Service
Department: Service
CONTACT : 8714224333
Job Purpose
The Customer Care Manager – Service is responsible for ensuring exceptional customer satisfaction by managing all customer relationship activities within the service department. The role focuses on enhancing customer experience, improving Customer Satisfaction Index (CSI), resolving customer complaints, ensuring adherence to Maruti Suzuki service standards, and driving customer retention through quality service delivery.
Key ResponsibilitiesCustomer Experience Management
- Ensure a seamless and superior customer experience throughout the vehicle service journey.
- Monitor customer interactions and ensure adherence to Maruti Suzuki customer handling standards.
- Drive initiatives to improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
- Ensure timely customer communication regarding vehicle status, delivery, and service updates.
Customer Complaint Management
- Handle and resolve customer complaints effectively within defined turnaround time.
- Investigate root causes of customer dissatisfaction and implement corrective and preventive actions.
- Coordinate with Workshop Manager, Service Advisors, Parts Department, and Technical Team for prompt resolution.
- Escalate critical issues to senior management and Maruti Suzuki, wherever required.
Customer Feedback & CSI
- Monitor CSI reports, customer feedback, and service quality metrics.
- Analyze customer feedback trends and recommend improvement initiatives.
- Conduct follow-up calls after vehicle delivery to ensure customer satisfaction.
- Maintain records of customer feedback and complaint resolution.
Customer Retention
- Develop strategies to improve repeat service business.
- Coordinate periodic customer engagement activities, service reminders, and loyalty programs.
- Promote Annual Maintenance Contracts (AMC), Value Added Services (VAS), and service campaigns.
Process Compliance
- Ensure compliance with Maruti Suzuki service processes, customer care guidelines, and dealership SOPs.
- Conduct regular audits of customer handling practices.
- Maintain proper documentation related to complaints, feedback, and customer interactions.
Team Management
- Lead and mentor Customer Care Executives (CCE) and Tele-calling teams.
- Conduct training programs on customer handling, communication, and service etiquette.
- Monitor team performance and productivity against defined KPIs.
Coordination
- Work closely with Service Advisors, Workshop Controller, Body Shop, Parts Department, and Sales teams.
- Coordinate with Maruti Suzuki Regional Office regarding customer grievances and CSI initiatives.
- Ensure effective communication between customers and internal departments.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- Net Promoter Score (NPS)
- Customer complaint resolution turnaround time
- First Contact Resolution (FCR)
- Customer retention rate
- Repeat service business
- Service reminder conversion
- Customer follow-up completion rate
- Reduction in repeat complaints
- Process audit compliance score
Qualifications
- Bachelor's Degree in Business Administration, Commerce, Management, or related field, BTech
- MBA (Marketing/Customer Relationship Management) preferred.
Experience
- 2-4 years of experience in customer service/customer relationship management in the automobile industry.
- Minimum 2–3 years in a supervisory or managerial role.
- Experience in a Maruti Suzuki dealership or authorized automobile dealership is preferred.
Required Skills
- Excellent customer relationship management skills.
- Strong communication and interpersonal abilities.
- Complaint handling and conflict resolution skills.
- Team leadership and people management.
- Analytical and problem-solving skills.
- Knowledge of dealership service operations.
- Familiarity with Dealer Management Systems (DMS), CRM software, and Microsoft Office.
- Ability to analyze CSI/NPS reports and implement improvement plans.
- Strong organizational and time management skills.
Behavioral Competencies
- Customer-centric mindset.
- Leadership and coaching ability.
- Decision-making and accountability.
- Emotional intelligence and empathy.
- Attention to detail.
- Integrity and professionalism.
- Adaptability and continuous improvement orientation.
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Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
