Rukmani Motors Pvt. Ltd. is looking for a proactive and customer-focused Customer Care Manager to lead customer satisfaction initiatives at our Maruti Suzuki Authorized Service Workshop. The ideal candidate will be responsible for managing customer feedback, handling escalations, improving customer experience, monitoring service quality, and coordinating with workshop teams to ensure exceptional customer satisfaction.
Key Responsibilities:
· Lead and manage the Customer Care Department at the service workshop.
· Monitor Customer Satisfaction (CSAT), Customer Feedback (VOC), and CSI performance.
· Ensure timely resolution of customer complaints and escalated cases.
· Coordinate with Service Advisors, Workshop Managers, and other departments to resolve customer concerns.
· Conduct customer follow-up calls after vehicle service and maintain feedback records.
· Analyze customer complaints and identify root causes to improve service quality.
· Ensure compliance with Maruti Suzuki customer care standards and processes.
· Prepare daily, weekly, and monthly MIS reports related to customer satisfaction and complaint resolution.
· Train and mentor customer care executives to enhance communication and service skills.
· Monitor call quality, turnaround time (TAT), and complaint closure effectiveness.
· Drive customer retention and loyalty initiatives.
· Maintain proper documentation of customer interactions and service records.
· Support dealership management in achieving customer satisfaction and business objectives.
Required Qualifications-
· Minimum Qualification: Graduate (Mandatory)
· Preferred Qualification: B.E./B.Tech in Mechanical Engineering
· MBA or PGDM will be an added advantage.
Experience
· 3–7 years of experience in Customer Care, CRM, Service Operations, or Customer Experience.
· Experience in an automobile dealership or automotive service industry is preferred.
· Experience with Maruti Suzuki dealership operations will be an added advantage.
Required Skills:
· Excellent verbal and written communication skills.
· Strong customer handling and conflict resolution abilities.
· Leadership and team management skills.
· Strong analytical and problem-solving capability.
· Good knowledge of Microsoft Excel, Word, and PowerPoint.
· Ability to prepare MIS reports and analyze customer feedback.
· Ability to work under pressure and manage multiple priorities.
What We Offer:
· Competitive salary and performance-based incentives.
· Professional growth and career advancement opportunities.
· Training and development through dealership and OEM standards.
· Supportive and collaborative work environment.
Pay: Up to ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
Work Location: In person
