Customer Care Manager

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.