Customer Care Manager

Job Summary:

We are looking for a dedicated and dynamic Customer Care Manager to lead the customer care operations at our service station. This role is responsible for ensuring customer satisfaction, handling escalations, managing a team of customer care executives, and maintaining service quality standards. The ideal candidate will have a strong background in customer service within the automotive industry, excellent communication skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

• Oversee the day-to-day operations of the Customer Care Department at the service station.
• Lead, mentor, and supervise a team of customer care executives to achieve service and satisfaction targets.
• Ensure prompt, efficient, and courteous handling of all customer inquiries, complaints, and feedback.
• Monitor and improve customer satisfaction metrics (CSI scores).
• Implement customer retention and loyalty programs.
• Coordinate with the service advisors, technicians, and workshop team to ensure timely service delivery and issue resolution.
• Maintain customer communication logs and follow-up records.
• Handle complex or escalated customer issues and resolve them in a timely and professional manner.
• Generate daily, weekly, and monthly reports on customer service activities, feedback, and improvements.
• Organize regular training and skill development programs for the customer care team.
• Ensure compliance with OEM (Maruti Suzuki) customer care policies and standards.
• Promote a customer-centric culture across the service station.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Customer Service, or a related field.
• 1–6 years of experience in a customer service role, preferably in the automobile industry.
• Prior experience in managing a team is mandatory.
• Strong understanding of dealership service operations.
• Excellent verbal and written communication skills in English and local language.
• Proficiency in CRM software and MS Office tools.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Customer-focused attitude with strong interpersonal skills.