Job Summary
The Customer Care Manager (CCM) is responsible for delivering an exceptional customer experience across all dealership touchpoints. The role focuses on improving customer satisfaction, handling customer concerns, managing CRM activities, monitoring customer feedback, and ensuring compliance with Hyundai dealership standards.
Key Responsibilities
- Ensure a superior customer experience throughout the customer's journey.
- Handle customer complaints, escalations, and grievances promptly and professionally.
- Monitor and improve Customer Satisfaction Index (CSI), Service Satisfaction Index (SSI), and Net Promoter Score (NPS).
- Conduct post-sales and post-service follow-up calls.
- Manage customer feedback received through phone calls, emails, website, social media, and Hyundai CRM portals.
- Coordinate with Sales, Service, Bodyshop, Insurance, Finance, and Parts departments for timely resolution of customer concerns.
- Prepare daily, weekly, and monthly customer care reports.
- Ensure timely closure of customer complaints within defined TAT.
- Lead and supervise Customer Care Executives (CCE), telecallers, and reception staff.
- Conduct customer engagement activities, service reminder campaigns, and loyalty programs.
- Monitor showroom reception, hospitality, cleanliness, and customer waiting areas.
- Ensure compliance with Hyundai customer care SOPs and dealership policies.
- Train employees on customer service standards and communication skills.
- Support OEM audits and implement corrective actions wherever required.
- Analyze customer feedback trends and recommend process improvements to management.
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
