Job Purpose To enhance customer satisfaction by ensuring high-quality customer interactions managing post-service communication handling complaints effectively and maintaining strong customer relationships to support service retention and CSI Customer Satisfaction Index improvement Key ResponsibilitiesCustomer Relations Service Excellence Ensure excellent customer experience throughout the service lifecycle Manage customer interactions during vehicle drop-off follow-up and delivery Respond promptly to customer concerns inquiries and feedback Maintain high CSI scores and ensure corrective actions for low-scoring cases Complaint Handling Address customer escalations and grievances professionally Coordinate with Service Advisors Technical Teams and Workshop Heads to ensure quick resolutions Conduct root cause analysis for repeated complaints and implement preventive actions Customer Communication Retention Conduct service follow-ups feedback calls and reminder communication for periodic maintenance Manage loyalty and retention programs such as AMC RSA and extended warranty renewals Organize customer engagement activities like service camps and appreciation events Operational Responsibilities Ensure compliance with OEM Maruti Suzuki and dealership standards Monitor and manage online reviews customer feedback platforms Track TAT Turnaround Time and ensure timely vehicle delivery Prepare reports on CSI performance repeat repairs and customer issues for management review Team Coordination Work closely with Service Advisors CRM executives and workshop personnel to maintain smooth customer handling Conduct regular training and briefings to reinforce customer-centric behavior Qualifications Experience Bachelor s degree preferred Automobile Business Administration or related field Minimum 3-5 years in customer relations preferably in the automobile sector Robust communication interpersonal and problem-solving skills Knowledge of service processes telecalling operations CRM software Key Skills Customer Handling Communication Conflict Resolution Negotiation Knowledge of Automobile Service Process Data Tracking Reporting Team Coordination Training Complaint Management System CMS proficiency Performance Indicators CSI SSI scores Customer retention repeat business Resolution time for complaints Reduction in repeat issues escalation cases Quality of communication and documentation Job Types Full-time Permanent Pay 30 000 00 - 35 000 00 per month Benefits Cell phone reimbursement Health insurance Paid sick time Provident Fund Work Location In person

📌 Customer Care Manager (Kerala)
🏢 Bimal Auto Agency India
📍 Kerala