Job Summary:
The Customer Care Manager leads customer service initiatives, oversees complaint resolution, monitors customer satisfaction, and collaborates with service, sales, and technical teams to deliver an exceptional ownership experience.
Key Responsibilities
- Manage the dealership's or company's customer care operations.
- Handle and resolve escalated customer complaints promptly and professionally.
- Monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and customer feedback.
- Ensure compliance with the manufacturer's customer service standards and policies.
- Coordinate with service advisors, workshop managers, sales teams, and spare parts departments to resolve customer concerns.
- Analyze customer complaints and identify trends to implement corrective actions.
- Conduct customer follow-up calls after vehicle delivery and service visits.
- Prepare and present customer service performance reports to management.
- Train and mentor customer care executives and service staff on customer handling and communication.
- Maintain accurate records of customer interactions in the CRM system.
- Develop and implement customer retention and loyalty initiatives.
- Ensure timely closure of customer cases within defined service-level agreements (SLAs).
Required Skills
- Strong customer relationship and conflict resolution skills.
- Excellent verbal and written communication.
- Leadership and team management abilities.
- Problem-solving and decision-making skills.
- Knowledge of automotive products, after-sales service, and warranty processes.
- Proficiency in CRM software and Microsoft Office.
- Data analysis and reporting skills.
Qualifications
- Bachelor's degree in Business Administration, Automotive Engineering, Marketing, or a related field.
- 2–5 years of experience in customer service or after-sales operations, preferably in the automobile industry.
- Experience in dealership operations or automotive OEM customer service is an advantage.
Pay: ₹11,850.56 - ₹45,474.98 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Paid sick time
- Paid time off
Work Location: In person
