Customer Care Manager Service

Kothari Autobiz; Bavdhan; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kothari Autobiz in Maharashtra dealership is seeking a Customer Care Manager – Service to lead the Customer Care team, elevate CSI, and ensure OEM standards across service touchpoints.

You will coordinate with Service, Sales, Parts, CRM, and Quality teams to deliver an exceptional ownership experience, drive retention campaigns, and push process improvements throughout the service journey.

Qualifications

• Responsible for enhancing customer satisfaction and service experience.
• Lead and coach the Customer Care team to deliver high quality interactions.
• Monitor CSI scores and drive improvements across service touchpoints.

Responsibilities

• Customer Relationship Management: ensure superior experience throughout service journey and build loyalty.
• CSI: monitor scores, analyse OEM feedback, and implement action plans to improve performance.
• Complaint Management: handle escalations, investigate with relevant departments, ensure timely resolution.
• Customer Follow-up: complete post-service follow-ups per OEM guidelines and schedule repeats when needed.
• Service Appointment Management: monitor scheduling, optimize workshop loading, improve conversions.
• Customer Retention: design retention campaigns and promote AMC to grow repeat service business.
• CRM Management: maintain data accuracy and generate management reports.
• Team Management: lead Customer Care Executives and coordinate duties and training.
• OEM Compliance: ensure processes, maintain records, and participate in OEM audits.
• Service Quality Improvement: identify issues, coordinate with workshops, and monitor first-time-right performance.
• Reporting & MIS: prepare daily feedback, CSI dashboards, escalation trackers, and monthly reviews.
• Cross-Functional Coordination: liaise with GM-Service, Service Managers, Workshop Controller, Sales, Parts, Warranty, Insurance, CRM, Quality, and OEM teams.

Job description

Position: Customer Care Manager Service

Department: Customer Care Service
Industry: Automobile Dealership (Four Wheelers)
Reports To: General Manager – Service / Dealer Principal
Location: Dealership

Position Summary

The Customer Care Manager – Service is responsible for enhancing customer satisfaction, customer retention, and service experience across all service touchpoints. The role involves managing the Customer Care team, monitoring customer feedback, handling escalated complaints, ensuring OEM customer satisfaction standards, improving Customer Satisfaction Index (CSI) scores, and coordinating with Service, Sales, Parts, CRM, and Quality teams to deliver an exceptional ownership experience.

Key Responsibilities

1. Customer Relationship Management

• Ensure a superior customer experience throughout the service journey.
• Build long-term customer relationships and improve customer loyalty.
• Maintain regular communication with customers regarding service updates.
• Develop customer engagement and retention initiatives.
• Promote a customer-centric culture across the dealership.

2. Customer Satisfaction (CSI)

• Monitor daily, weekly, and monthly CSI scores.
• Analyse customer feedback received from OEM surveys and dealership feedback.
• Prepare action plans to improve CSI performance.
• Coordinate with Service Managers and Advisors for corrective actions.
• Ensure achievement of OEM CSI targets.

3. Complaint Management

• Handle customer escalations professionally and promptly.
• Investigate complaints by coordinating with concerned departments.
• Ensure timely complaint resolution within defined TAT.
• Maintain complaint registers and root cause analysis reports.
• Track repeat complaints and implement preventive measures.

4. Customer Follow-up

• Ensure post-service follow-up calls are completed as per OEM guidelines.
• Verify customer satisfaction after vehicle delivery.
• Schedule repeat service appointments where required.
• Follow up on pending repairs and parts availability.
• Ensure closure of customer concerns.

5. Service Appointment Management

• Monitor service appointment scheduling.
• Ensure optimum workshop loading.
• Improve appointment conversion ratios.
• Coordinate with Service Advisors and Workshop Controller.
• Reduce waiting time for customers.

6. Customer Retention

• Design customer retention campaigns.
• Monitor repeat service business.
• Conduct service reminder campaigns.
• Promote Annual Maintenance Contracts (AMC).
• Increase paid service retention.
• Improve customer revisit ratio.

7. CRM Management

• Maintain customer database accuracy.
• Ensure CRM data quality.
• Monitor service reminder effectiveness.
• Track inactive customers.
• Coordinate customer engagement campaigns.
• Generate CRM reports for management review.

8. Team Management

• Lead and supervise Customer Care Executives.
• Allocate daily calling activities.
• Monitor productivity and quality of customer interactions.
• Conduct regular training and coaching sessions.
• Prepare duty rosters and leave planning.

9. OEM Compliance

• Ensure compliance with OEM customer care processes.
• Maintain customer interaction records.
• Participate in OEM audits.
• Implement OEM customer experience initiatives.
• Prepare reports required by OEM.

10. Service Quality Improvement

• Identify recurring service quality issues.
• Coordinate with Workshop and Parts departments for improvements.
• Recommend process enhancements.
• Monitor first-time-right performance.
• Support continuous improvement initiatives.

11. Reporting & MIS

Prepare and present:

• Daily Customer Feedback Report
• CSI Dashboard
• Complaint Status Report
• Repeat Complaint Analysis
• Service Reminder Performance
• Customer Retention Report
• Call Monitoring Report
• Escalation Tracker
• Monthly Customer Experience Report
• Team Productivity Report

12. Cross-Functional Coordination

Coordinate effectively with:

• General Manager – Service
• Service Managers
• Workshop Controller
• Service Advisors
• Parts Department
• Warranty Department
• Sales Team
• Insurance Team
• CRM Team
• Quality Team
• OEM Customer Experience Team