Customer Care Manager

Role & responsibilities

• Manage customer relationships and ensure a high level of customer satisfaction.
• Make service reminder calls and generate service appointments.
• Conduct post-service follow-up calls and collect customer feedback.
• Handle customer complaints and coordinate with the workshop team for timely resolution.
• Monitor CSI, customer feedback and complaint closure.
• Maintain regular follow-up with customers for repeat service and retention.
• Coordinate with Service Advisors, Workshop and other departments to resolve customer concerns.
• Maintain CRM/DMS records and prepare daily, weekly and monthly MIS reports.
• Track pending customer complaints and ensure timely closure.
• Identify opportunities to improve customer retention and service experience.
• Ensure compliance with Maruti Suzuki customer care and service processes.

Preferred candidate profile

• Graduate/Diploma in any discipline; relevant qualification preferred.
• 25 years of experience in Customer Relationship Management, Customer Care or Automobile Dealership.
• Experience in Maruti Suzuki or any automobile workshop will be preferred.
• Strong customer handling and complaint-resolution skills.
• Excellent communication and interpersonal skills.
• Good knowledge of MS Office and MS Excel.
• Experience in CRM/DMS software will be an added advantage.
• Target-oriented, confident and customer-focused.
• Ability to coordinate effectively with workshop and service teams.
• Fresher candidates with excellent communication and customer-handling skills may also be considered.