Customer Care Manager - Service

This role involves spearheading the customer relations department within the service division to ensure world-class post-sales support and high levels of customer satisfaction. The focus is on bridging the gap between technical service delivery and customer expectations through proactive engagement and efficient grievance redressal.

Key Responsibilities

• Lead and mentor a team of Customer Relations Executives (CREs) to ensure 100% Post Service Feedback (PSF) calling compliance.

• Monitor and improve key performance indicators including Service Quality Index (SQI), Customer Satisfaction Index (CSI), and Net Promoter Score (NPS) as per OEM standards.

• Handle escalated customer grievances personally and ensure timely resolution through cross-functional coordination with the Workshop Manager.

• Analyze customer feedback data to identify trends in service failures and implement corrective actions to prevent recurrence.

• Manage the 'Lost Customer' recovery process by analyzing service history and executing re-engagement campaigns.

• Oversee the accuracy of customer data entry in the Dealer Management System (DMS) and ensure periodic database cleaning.

• Plan and execute customer loyalty programs, service camps, and engagement events to drive workshop footfall.

• Prepare daily, weekly, and monthly MIS reports on customer satisfaction and team productivity for the senior management.

Requirements

• 3-5 years of experience in automotive customer relations, specifically within the service department.

• Proven track record of managing a team of at least 3-5 Customer Relations Executives.

• Hands-on experience with Dealer Management Systems (DMS) such as Autoline or OEM-specific platforms.

• In-depth understanding of the automotive service value chain and workshop operations.

• Fluency in English and the local regional language to effectively communicate with a diverse customer base.

• Strong proficiency in MS Excel for data analysis and reporting.

Preferred

• Prior experience serving as an Assistant Customer Care Manager in a high-volume authorized service center.

• Certification in Customer Relationship Management or Service Excellence from a recognized institute.

• Experience working with four wheeler automotive brands.

Skills

Technical

DMS Operations, CRM Software Proficiency, Data Analytics & Reporting, Root Cause Analysis (RCA), Complaint Management Systems

Soft Skills

Conflict Resolution, Empathetic Communication, Leadership & Team Building, Negotiation Skills, Crisis Management

Qualifications

Education: Graduate in any stream.

Experience: 2-5 years of relevant experience in the Indian Automotive Service sector.