Customer Care Manager

Streamtech Innovations; Chandangaon; On-site; INR 450,000 - 750,000; Full time

Job summary

Streamtech Innovations in India seeks a dynamic Customer Experience Lead to own the end-to-end service journey from booking to delivery and feedback. You will drive CSI/SSI scores, retention, and complaint resolution while upholding brand standards.

Lead a team of Customer Care Executives and Tele-callers, coordinate with Workshop, Spares, and CRM, and monitor performance metrics. A Graduate with MBA preferred will fit well.

Qualifications

• Graduate degree; MBA in Marketing/Service preferred.
• Strong customer handling and communication skills.
• Experience with DMS/CRM, MS Office, and team leadership.

Responsibilities

• Own end-to-end customer journey from booking to delivery and feedback.
• Drive CSI and SSI scores to 90%+ and top quartile in zone.
• Manage service bookings via Call center, App, Website, WhatsApp.
• Lead and train Customer Care team; monitor performance.
• Ensure 9-step service process adherence; monitor job cards and billing.
• Coordinate with Workshop, Spares, and CRM for TAT and follow-ups.
• Prepare monthly service retention and complaints analysis reports.
• Support revenue through value-added services at delivery.

Skills

Customer Handling

Communication

Conflict Resolution

DMS/CRM

MS Office

Leadership

Empathy

Education

Graduate

MBA in Marketing/Service preferred

Tools

DMS/CRM

MS Office

Job description

Purpose of Role

To ensure every customer has a seamless, transparent, and premium service experience from booking to delivery. Drive CSI, SMR,retention, and complaint resolution while maintaining brand standards.

Key Result Areas KRA

1. Customer Experience & CSI Management

• Own the end-to-end customer journey: Service booking, job card opening, in-process updates, delivery, and feedback
• Drive CSI and SSI scores. Target 90%+ and top quartile in zone
• Conduct feedback calls within 48 hours of delivery and log in DMS/CRM
• Handle escalations and ensure 100% complaint closure with root cause analysis

2. Service Booking & Retention

• Manage service appointment booking through Call center, App, Website, WhatsApp
• Drive service retention: 1st, 2nd, 3rd service, paid service, and campaign reminders
• Ensure 80%+ retention ratio and reduce drop-out customers
• Promote service value-added services: AMC, EW, Car care, RSA

3. Complaint & Escalation Management

• Act as single point of contact for all customer complaints
• Resolve complaints within defined TAT. Coordinate with Workshop, Spares, and CRM team
• Maintain complaint log with resolution and prevention plan
• Support social media and Google review management for service

4. Process Adherence & Quality

• Ensure 100% adherence to Maruti Suzuki Arena/Nexa 9-step service process
• Monitor job card accuracy, estimate approval, and timely delivery updates
• Drive transparency: Job card copy, video diagnosis, and final bill explanation to customer
• Ensure lounge, washroom, Wi-Fi, and overall customer facility standards as per brand norms

5. Team Management & Training

• Lead a team of Customer Care Executives, Receptionists, and Tele-callers
• Conduct daily briefing, product training, and soft skills training
• Monitor team productivity, call quality, and CRM entry compliance
• Create duty rosters and ensure proper coverage on peak days

6. Reporting & Coordination

• Share daily MIS: Booking, Walk-in, Delivered, Pending, NPS,CSI, Complaints, SMR
• Coordinate with Workshop for TAT, Spares for part availability, and CRM for follow-ups
• Support service campaigns and recall activities with 100% customer contact
• Prepare monthly service retention and complaint analysis report

7. Revenue Support

• Support Service Advisor in selling value-added services and accessories at delivery
• Drive pickup & drop, car wash, and allied service revenue
• Ensure proper billing and documentation with no revenue leakage

Key KPIs

NPS, CSI Score, Service Retention %, Feedback Call Completion %, Complaint Resolution TAT, Booking Conversion %, VAS Penetration %, SMR

Qualifications & Skills

• Education: Graduate. MBA in Marketing/Service preferred
• Skills: Customer Handling, Communication, Conflict Resolution, DMS/CRM, MS Office, Leadership, Empathy

Prefference

Candidates who have experience in (Tata motors).