CUSTOMER CARE MANAGER

Kumar Automobiles; Kendujhar; On-site; INR 300,000 - 520,000; Full time

Job summary

Kumar Automobiles – Maruti Suzuki Dealership in Keonjhar is looking for a Customer Care Manager to enhance customer experience, resolve complaints promptly, and coordinate with Sales, Service and Bodyshop teams. The role involves follow-ups with customers after delivery and servicing, monitoring feedback, and reporting MIS data.

Ideal candidates have 1–3 years of experience in customer service at an automobile dealership or freshers with strong communication skills may be considered.

Qualifications

• Graduate in any discipline preferred.
• 1–3 years of experience in customer service or automobile dealership preferred.
• Freshers with good communication skills may also be considered.

Responsibilities

• Handle customer complaints and resolve issues promptly.
• Ensure high customer satisfaction and a positive customer experience.
• Coordinate with the Sales, Service and Bodyshop departments.
• Follow up with customers after vehicle delivery and servicing.
• Monitor customer feedback and satisfaction scores.
• Handle escalated customer issues professionally.
• Maintain customer records and prepare daily/monthly reports.
• Ensure timely closure of customer complaints.
• Coordinate customer feedback calls and service quality initiatives.
• Support the dealership in achieving customer satisfaction targets.

Skills

Good communication skills

Customer handling and problem-solving

Basic computer knowledge

MS Excel

MS Word

Email

Good coordination and team management

Ability to handle difficult customers

Professional attitude and positive

Education

Graduate in any discipline

Tools

MS Excel

MS Word

Job description

Job Description – CCM (Customer Care Manager)

Kumar Automobiles – Maruti Suzuki Dealership, Keonjhar

A Customer Care Manager (CCM) is responsible for managing customer satisfaction, handling complaints, improving customer relationships, and ensuring excellent service quality at the dealership.

1. Key Responsibilities

• Handle customer complaints and resolve issues promptly.
• Ensure high customer satisfaction and a positive customer experience.
• Coordinate with the Sales, Service and Bodyshop departments.
• Follow up with customers after vehicle delivery and servicing.
• Monitor customer feedback and satisfaction scores.
• Handle escalated customer issues professionally.
• Maintain customer records and prepare daily/monthly reports.
• Ensure timely closure of customer complaints.
• Coordinate customer feedback calls and service quality initiatives.
• Support the dealership in achieving customer satisfaction targets.

2. Required Skills

• Good communication skills.
• Customer handling and problem-solving ability.
• Basic computer knowledge (MS Excel, Word, Email).
• Good coordination and team management.
• Ability to handle difficult customers.
• Professional attitude and positive approach.

3. Qualification & Experience

• Graduate in any discipline preferred.
• 1–3 years of experience in customer service or automobile dealership preferred.
• Freshers with good communication skills may also be considered.

4. Key Performance Indicators (KPIs)

KPI

Responsibility

Customer Satisfaction

Improve customer satisfaction

Complaint Resolution

Timely complaint closure

Customer Follow-up

Regular follow-up

Feedback Management

Collect customer feedback

Service Quality

Improve customer experience

Reporting

Daily and monthly MIS

5. Reporting Structure

• Reports to: Dealer Principal / General Manager
• Coordinates with: Sales Manager, Service Manager, Bodyshop Manager and CRM Team.

Main Objective: To ensure every customer of Kumar Automobiles receives excellent service and a satisfactory experience throughout their association with the dealership.