This role focuses on bridging the gap between service operations and customer expectations within a high-volume automotive dealership. It involves leading a dedicated team to drive service excellence, manage feedback loops, and ensure industry-leading satisfaction scores through proactive engagement and process optimization.
Key Responsibilities
- Monitor and drive the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) as per OEM benchmarks.
- Oversee the Post Service Follow-up (PSF) process to ensure 100% reach-out to customers after vehicle delivery.
- Resolve complex customer grievances and escalations within the stipulated Turnaround Time (TAT).
- Analyze customer feedback trends to identify service delivery gaps and implement corrective action plans.
- Conduct regular soft-skills and process training for Service Advisors and front-office staff.
- Collaborate with the Workshop Manager to ensure transparency in repair estimates and delivery timelines.
- Maintain and audit customer interaction records within the Dealer Management System (DMS) for accuracy.
- Organize customer engagement activities such as service camps and car care awareness workshops.
Requirements
- Minimum 3-5 years of experience in customer service management, specifically within the automotive sector.
- In-depth understanding of OEM service processes and CSI parameters.
- Proven ability to handle high-pressure situations and difficult customer interactions with empathy.
- Strong proficiency in local languages and English to effectively communicate with a diverse clientele.
- Hands-on experience with Dealer Management Systems (DMS) and CRM software.
- Excellent reporting skills with the ability to present data-driven insights to senior management.
Preferred
- Prior experience working with Tier-1 passenger vehicle OEMs.
- Knowledge of technical automotive terms to better explain service requirements to customers.
- Certification in Customer Relationship Management or Hospitality.
Skills
Technical
CRM Software Proficiency, Dealer Management System (DMS), Data Analysis & Reporting, MS Office Suite
Soft Skills
Conflict Resolution, Empathetic Communication, Leadership & Mentoring, Active Listening
Qualifications
Education: Graduate in any discipline (B.A., B.Com, B.Sc.); MBA in Marketing or Operations is highly preferred.
Experience: 3-5 years of relevant experience in an automotive dealership service department.
Certifications: OEM-specific Customer Care Manager Certification, Soft Skills Training Certification
Work Environment
A professional on-site workshop environment that values a positive team culture. We offer structured 9 AM - 6 PM shifts with a focus on work-life balance and a supportive atmosphere for personal well-being.
Growth Opportunities
We provide a clear career roadmap with opportunities to advance to Service Manager or Regional Customer Excellence roles. Employees have access to specialized OEM training modules and leadership development programs.