Job Title: Customer Care Manager (CCM) – Service Department

Location: Indore

Reports To: General Manager (Service)

Job Objective

The Customer Care Manager (Service) is responsible for driving the highest standards of customer satisfaction and retention across Rukmani Motors' service centers. This role focuses on minimizing customer grievances, managing the post-service feedback ecosystem, achieving benchmark scores in Maruti Suzuki India Limited (MSIL) customer audits, and systematically improving the Customer Satisfaction Index (CSI).

1. Customer Relationship & Grievance Management

- Escalation Handling: Act as the primary point of contact for high-level customer grievances, technical complaints, and walk-in disputes at the workshop.
- Resolution Turnaround: Ensure prompt, empathetic, and definitive resolution of customer complaints within defined SLAs to minimize OEM-level escalations.
- Root Cause Analysis (RCA): Analyze repetitive complaints (e.g., repeat repairs, billing disputes) and collaborate with the Workshop Manager and Service Advisors to fix process gaps.

2. Post-Service Feedback & MSIL Compliance

- CSI Tracking: Continuously monitor,



analyze, and drive strategies to elevate the Customer Satisfaction Index (CSI) as mandated by MSIL.
- PSF (Post-Service Feedback) Auditing: Oversee the telecalling team to ensure 100% Post-Service Feedback calls are executed systematically within 48-72 hours of vehicle delivery.
- OEM Audits: Ensure the workshop remains audit-ready at all times concerning MSIL customer care guidelines, digital documentation, and service facility standards.

3. Operational Outreach & Retention

- Service Reminders: Manage the proactive customer outreach strategy, including service reminders, body shop follow-ups, and special seasonal service camp promotions.
- Lost Customer Recovery: Implement targeted retention and recall strategies for "inactive" or lost service customers.
- Digital CRM Management: Supervise data hygiene and accurate entry logs within the Dealer Management System (DMS) and CRM platforms.

Pay: ₹25,000.00 - ₹35,000.00 per month

Perks:

- Cell phone reimbursement

Work Location: In person

📌 Customer Care Manager (India)
🏢 Rukmani Motors
📍 India