Customer Experience Management
- Ensure a high level of customer satisfaction at every customer touchpoint.
- Monitor customer feedback received through Maruti Suzuki surveys and internal feedback systems.
- Conduct follow up calls after vehicle delivery to ensure customer satisfaction.
- Identify customer concerns and coordinate with relevant departments for timely resolution.
- Maintain positive relationships with customers and encourage long-term loyalty.
Complaint Management
- Handle customer complaints professionally and resolve them within the prescribed turnaround time.
- Investigate root causes of complaints and implement corrective and preventive actions.
- Escalate critical cases to the Service Head or Dealer Management when required.
- Maintain proper documentation of customer complaints and resolutions.
Customer Satisfaction (CSI)
- Monitor Customer Satisfaction Index (CSI) performance.
- Analyse CSI reports and identify improvement opportunities.
- Prepare action plans to improve CSI scores.
- Conduct regular reviews with Service Advisors and Workshop Managers.
Team Coordination
- Guide Customer Care Executives and Telecalling staff.
- Coordinate with Service Advisors, Workshop Controller, Parts Department, and Quality Team to ensure seamless service delivery.
- Conduct customer service training and coaching sessions for employees.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Experience:
- Maruti Suzuki : 5 years (Required)
Work Location: In person
