Job Summary
The Customer Care Manager is responsible for ensuring a high level of customer satisfaction throughout the vehicle service experience. The role involves managing customer interactions, handling complaints and escalations, monitoring service quality, improving customer retention, coordinating with service advisors and technicians, and achieving customer satisfaction targets.
Key Responsibilities
- Customer Relationship Management
- Ensure excellent customer service at all customer touchpoints.
- Build and maintain strong relationships with customers.
- Monitor customer satisfaction and implement improvement initiatives.
- Manage customer retention and loyalty programs.
- Conduct follow-up calls after vehicle service delivery.
- Complaint Handling & Resolution
- Address customer concerns, complaints, and service-related issues promptly.
- Investigate customer grievances and coordinate with relevant departments for resolution.
- Maintain records of complaints and corrective actions.
- Escalate critical cases to senior management when required.
- Service Experience Management
- Monitor service reception, vehicle delivery, and customer communication processes.
- Ensure service commitments and promised delivery timelines are met.
- Coordinate with Service Advisors, Workshop Supervisors, and Parts Departments to improve customer experience.
- Ensure customers receive regular updates regarding vehicle status.
- Customer Feedback & CSI Management
- Monitor Customer Satisfaction Index (CSI) scores.
- Analyze customer feedback and identify improvement areas.
- Prepare monthly customer satisfaction reports.
- Develop action plans to improve CSI and Net Promoter Score (NPS).
- Team Management
- Supervise Customer Care Executives and CRM staff.
- Train employees on customer handling and communication skills.
- Set performance goals and monitor team productivity.
- Conduct regular team meetings and performance reviews.
- Operational Responsibilities
- Maintain customer databases and service records.
- Ensure compliance with manufacturer and dealership customer service standards.
- Generate periodic MIS reports and customer analytics.
- Support marketing campaigns, service reminders, and customer engagement activities.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- Net Promoter Score (NPS)
- Customer Retention Rate
- Repeat Service Business
- Complaint Resolution Time
- First Contact Resolution Rate
- Customer Feedback Scores
- Service Revenue from Retained Customers
Personal Attributes
- Customer-centric mindset.
- Professional and courteous behavior.
- Strong organizational skills.
- Ability to work under pressure.
- High level of integrity and accountability.
- Positive attitude and attention to detail.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Experience:
- total work: 4 years (Preferred)
Work Location: In person
