Customer Care Manager

Satyam Balajee Automotive; Raipur; On-site; INR 250,000 - 400,000; Full time

Job summary

Satyam Balajee Automotive in Raipur invites a Customer Relations Executive to act as the dealership's goodwill ambassador. You will build loyalty, resolve issues, and coordinate factory assistance when needed.

You will ensure proper vehicle prep for delivery, explain warranty details and maintenance schedules, and guide customers on service hours and locations. You will drive post-sale follow-ups within 48 hours and prepare monthly satisfaction reports for management.

Qualifications

• Should have a pleasing personality with relevant experience in the same field.
• Should be a graduate and/or trained/certified professional in the field.

Responsibilities

• Assists in resolving customer complaints and coordinates factory assistance when needed.
• Ensures new vehicles are properly prepped for delivery.
• Explains warranty details, maintenance schedules, and vehicle features to customers, including service hours and locations.
• Coordinates customer follow-up programs.
• Works with sales to ensure post-sale contacts within 48 hours of delivery and maintains updated customer files.
• Prepares monthly reports on customer satisfaction and factory survey results.
• Discusses customer satisfaction standings with GM and department managers and identifies contributing factors.
• Maintains a case history file of all complaints with client details and resolutions.
• Assists customers to smoothen the purchase process and ensures a delightful experience.
• Leads CRE team and assesses requirements of relevant teams.

Job description

Role & responsibilities

Works with department managers to develop and administer a customer relations program designed to build and retain a loyal customer base. Acts as the dealership's goodwill ambassador.

• Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
• Ensures that new vehicles are properly prepped for delivery.
• Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
• Coordinates customer follow-up programs.
• Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
• Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
• Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
• Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
• Should be able to assist the Customer to smoothen the purchase process and also ensure it to be a delightful experience.
• Should be able to drive team of CRE's and asses the requirements of relevant teams.

Preferred candidate profile

Should be having a pleasing personality with relevant experience of same field. Should be a graduate and/or a trained/certified Professional in the said field.