Customer Care Manager

Core Roles \& Responsibilities

• Complaint Resolution: Act as the main point of escalation for unhappy customers. Investigate service delays, billing disputes, or repeat repair issues to resolve them fairly.
• Satisfaction \& CSI Tracking: Monitor Customer Satisfaction Index (CSI) ratings, Net Promoter Scores (NPS), and online reviews. Analyze post-service feedback to spot and fix operational gaps.
• CRM \& Retention Campaigns: Supervise the Customer Relationship Management (CRM) team handling service reminders, warranty follow-ups, and insurance renewals.
• Cross-Department Coordination: Work closely with the Service Manager and Sales Manager to fix recurring workflow bottlenecks that cause customer delays.
• Team Training \& Supervision: Coach Customer Care Executives (CCEs), receptionists, and front-desk staff on telephone etiquette, active listening, and empathy.
• OEM Compliance \& Reporting: Prepare monthly customer feedback reports and ensure the dealership meets all customer-handling standards set by the automobile manufacturer (OEM).

Key Requirements \& Qualifications

• Education: A Bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
• Experience: Typically requires 3 to 6+ years of experience in customer service, hospitality, or retail, with at least 2 years in an automotive dealership environment.
• Communication Skills: Strong verbal and written communication skills. Fluency in English and the local regional language is essential for handling diverse walk-in clients.
• Software Proficiency: Hands-on experience with Dealership Management Systems (DMS), automotive CRM software, and Microsoft Excel for tracking daily metrics.
• Soft Skills: High emotional intelligence, patience under stress, and strong conflict-resolution abilities

Pay

From ₹30,000.00 per month

Benefits

• Commuter assistance
• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Work Location

In person