Job Summary
We are looking for an experienced and customer-focused Customer Care Manager – Service to lead our customer relationship and satisfaction initiatives within the service department. The ideal candidate will be responsible for enhancing customer experience, managing complaints, improving Customer Engagement Index (CEI), driving customer retention, and ensuring seamless coordination between customers and the service team.
Key Responsibilities
- Manage customer satisfaction and improve CEI performance.
- Improve and handle NPS (Net Promoter Score).
- Handle and resolve customer complaints within defined turnaround times.
- Conduct post-service follow-ups and maintain strong customer relationships.
- Coordinate with Service Advisors, Workshop, Parts, Warranty, and Body Shop teams to ensure timely issue resolution.
- Monitor CRM activities, service reminders, and customer retention programs.
- Analyze customer feedback and implement corrective actions.
- Lead and mentor the Customer Care team.
- Prepare daily, weekly, and monthly MIS and performance reports.
- Ensure compliance with Maruti Suzuki processes and dealership standards.
Experience:
- Minimum 5–8 years in automobile service/customer care.
- At least 2–3 years in a supervisory or managerial role.
- Experience with dealership CRM systems and customer satisfaction programs is preferred.
Pay: From ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
Application Question(s):
Education:
Experience:
- Customer service: 5 years (Required)
- managerial: 2 years (Required)
Language:
- English (Required)
- Hindi (Preferred)
Location:
- Dhanbad, Jharkhand (Dhanbad) (Required)
Work Location: In person
