AWM / Customer Care Manager

Job Summary

The AWM / Customer Care Manager is responsible for managing overall customer satisfaction, workshop service operations, customer relationship management, and service quality. The role ensures timely vehicle servicing, effective complaint resolution, customer retention, and smooth coordination between customers, service advisors, technicians, and workshop management.

Key Responsibilities

A. Customer Relationship Management

Maintain strong relationships with customers and ensure a high level of customer satisfaction.

Handle customer complaints, escalations, and service-related queries.

Conduct regular customer follow-ups after vehicle servicing.

Monitor customer feedback and take corrective actions.

Improve customer retention and loyalty.

B. Workshop Operations

Monitor daily workshop operations and service activities.

Ensure timely vehicle delivery and adherence to committed delivery schedules.

Coordinate with Workshop Managers, Service Advisors, Foremen, and Technicians.

Monitor vehicle repair quality and ensure proper service standards.

Ensure proper handling of breakdown and emergency service cases.

C. Customer Complaint Management

Handle critical and escalated customer complaints.

Coordinate with the technical team to identify and resolve vehicle-related issues.

Monitor repeat repairs and customer dissatisfaction cases.

Ensure complaints are resolved within the defined turnaround time.

Maintain complaint records and prepare reports.

D. Service Quality & Performance

Monitor customer satisfaction scores and service quality parameters.

Track workshop performance, productivity, and turnaround time.

Ensure compliance with OEM service standards and dealership policies.

Conduct regular reviews of service processes.

Identify opportunities for improving service quality.

E. Team Management

Guide and support Service Advisors and customer care staff.

Conduct regular team meetings and performance reviews.

Identify employee training requirements.

Improve team productivity and customer-handling skills.

Coordinate with HR and management for manpower requirements.

F. Reporting & Coordination

Prepare daily, weekly, and monthly customer care reports.

Monitor customer complaints, feedback, and service performance.

Coordinate with OEM representatives and internal departments.

Share important customer issues and operational updates with management.

Key Skills & Competencies

Excellent communication and customer-handling skills.

Strong leadership and team management abilities.

Customer complaint handling and problem-solving.

Knowledge of automobile workshop operations.

Understanding of commercial vehicle servicing.

Service quality monitoring and process improvement.

MIS reporting and data analysis.

MS Excel, Word, and CRM/DMS knowledge.

Decision-making and coordination skills.

Educational Qualification & Experience

Graduate in any discipline; Diploma/Bachelor's degree in Automobile or Mechanical Engineering preferred.

5 TO 8 years of experience in automobile after-sales service or workshop operations.

Experience in customer relationship management and complaint handling preferred.

Commercial vehicle dealership experience will be an added advantage.

Pay

₹30,000.00 - ₹40,000.00 per month

Benefits

Leave encashment

Work Location

In person