Customer Care Manager (CCM) – Service
Department: Service / Customer Care
Industry: Automobile Dealership / Automotive Service
Reports To: General Manager – Service / Dealer Principal
Location: Dealership / Workshop
Job Purpose
The Customer Care Manager – Service is responsible for ensuring an excellent customer experience throughout the vehicle service journey. The role focuses on Customer Satisfaction (CSI), complaint resolution, customer retention, service follow-ups, and improving overall customer experience.
Key Responsibilities
1. Customer Relationship Management
- Maintain strong and professional relationships with customers.
- Ensure a positive customer experience at every service touchpoint.
- Understand customer concerns and ensure timely resolution.
- Drive customer loyalty and repeat service business.
2. Customer Complaint & Escalation Management
- Handle customer complaints and escalated cases professionally.
- Coordinate with Service Advisors, Service Managers, Technicians, Parts and Warranty teams for resolution.
- Ensure complaints are closed within the defined TAT.
- Maintain proper records of complaints, action taken and closure.
- Identify repeat complaints and implement corrective actions.
3. CSI / Customer Satisfaction
- Monitor daily, weekly and monthly CSI / customer satisfaction scores.
- Analyse customer feedback and identify areas requiring improvement.
- Prepare action plans to improve CSI performance.
- Ensure dealership/OEM customer satisfaction standards are achieved.
4. Post-Service Follow-Up
- Ensure timely post-service customer follow-up calls.
- Collect feedback regarding vehicle service and delivery experience.
- Contact dissatisfied customers and ensure their concerns are resolved.
- Follow up for repeat service appointments and pending concerns.
5. Customer Retention
- Monitor lost, inactive and dormant customers.
- Drive service reminders and customer retention activities.
- Promote repeat service visits and customer engagement campaigns.
- Support service camps, customer meets and promotional activities.
6. Coordination with Workshop
- Coordinate closely with Service Advisors, Workshop Manager, Parts, Warranty and Bodyshop teams.
- Ensure customers receive accurate updates regarding vehicle status and delivery commitments.
- Support the service team in resolving critical customer concerns.
7. Team Management
- Lead and guide Customer Care / CRM Executives.
- Set team targets and monitor individual performance.
- Conduct regular team reviews and provide coaching on customer handling.
- Ensure professional communication and customer-handling standards.
8. MIS & Reporting
- Prepare daily, weekly and monthly customer-care reports.
- Track complaints, follow-ups, CSI, customer retention and closure TAT.
- Analyse customer feedback and identify recurring issues.
- Present performance reports and improvement plans to management.
Key Performance Indicators (KPIs)
- CSI / Customer Satisfaction Score
- Customer Complaint Resolution TAT
- Customer Retention %
- Repeat Service Business
- Post-Service Call Completion %
- Complaint Closure %
- Customer Feedback Score
- Lost Customer Recovery
- OEM Customer Satisfaction Performance
- Team Productivity
Pay: ₹40,000.00 - ₹70,000.00 per month
Benefits:
Work Location: In person
