Job Summary:
The Customer Care Manager leads customer service initiatives, oversees complaint resolution, monitors customer satisfaction, and collaborates with service, sales, and technical teams to deliver an exceptional ownership experience.

Key Responsibilities
Manage the dealership's or company's customer care operations.
Handle and resolve escalated customer complaints promptly and professionally.
Monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and customer feedback.
Ensure compliance with the manufacturer's customer service standards and policies.
Coordinate with service advisors, workshop managers, sales teams, and spare parts departments to resolve customer concerns.
Analyze customer complaints and identify trends to implement corrective actions.
Conduct customer follow-up calls after vehicle delivery and service visits.
Prepare and present customer service performance reports to management.
Train and mentor customer care executives and service staff on customer handling and communication.
Maintain accurate records of customer interactions in the CRM system.




Develop and implement customer retention and loyalty initiatives.
Ensure timely closure of customer cases within defined service-level agreements (SLAs).

Required Skills
Solid customer relationship and conflict resolution skills.
Excellent verbal and written communication.
Leadership and team management abilities.
Problem-solving and decision-making skills.
Knowledge of automotive products, after-sales service, and warranty processes.
Proficiency in CRM software and Microsoft Office.
Data analysis and reporting skills.

Qualifications
Bachelor's degree in Business Administration, Automotive Engineering, Marketing, or a related field.
2–5 years of experience in customer service or after-sales operations, preferably in the automobile industry.
Experience in dealership operations or automotive OEM customer service is an advantage.

Pay: ₹11,850.56 - ₹45,474.98 per month

Perks:
Cell phone reimbursement
Versatile schedule
Paid sick time
Paid time off

Work Location: In person

📌 Customer Care Manager Kochi
🏢 MAIJO MOTO MARUTI SUZUKI ARENA AND NEXA
📍 Kochi