Customer Care Manager

Customer Care Manager – Service (NEXA) Job Profile

• Customer handling: Welcome customers and maintain a premium NEXA customer experience.
• Service follow-up: Contact customers for service reminders, scheduled maintenance, pending repairs, and vehicle delivery feedback.
• Customer complaints: Receive and resolve complaints related to service, billing, repair quality, delays, etc.
• Feedback \& CSI: Collect customer feedback and work toward improving Customer Satisfaction Index (CSI) scores.
• Service coordination: Coordinate with Service Advisors, Workshop Manager, technicians, and other departments to resolve customer issues.
• Retention: Follow up with customers to encourage repeat servicing and maintain long-term relationships.
• Calls \& CRM: Make inbound/outbound calls, update customer information, and maintain records in the dealership's CRM/DMS.
• Escalations: Handle dissatisfied customers and escalate major technical or service issues to the appropriate manager.
• Reports: Prepare daily/weekly/monthly reports for calls, complaints, follow-ups, customer satisfaction, and retention.
• Service campaigns: Inform customers about service offers, campaigns, warranty-related matters, and maintenance requirements.
• Team coordination: Ensure customer-care executives complete their assigned follow-ups and achieve targets.

Important skills

For this position, dealerships usually look for good communication, Hindi/Punjabi/English speaking ability, customer-handling skills, MS Excel/CRM knowledge, problem-solving, and automobile/service-department understanding.

Typical career path

Customer Care Executive → Customer Care Manager → CRM/Customer Experience Manager → Service/Dealer Operations management.

Address-CM Auto sales sales, B-64 Phase 7 Ground floor Industrial Area Sector 73 Sahibzada Ajit Singh Nagar, Punjab 160055

Carry CV with 2 Passport Size photos.

Interview time 11:00 am onwards

Pay

₹32,000.00 - ₹40,000.00 per month

Benefits

• Leave encashment

Work Location

In person