Group Head – Customer Care Manager | Job Description

Job Title: Group Head – Customer Care Manager
Department: Customer Care / Customer Relations
Reporting To: General Manager / Management

Job Purpose

To lead and manage customer care operations across the group, ensuring high customer satisfaction, effective complaint resolution, service quality, and consistent customer experience across all branches.

Key Responsibilities

- Lead and supervise customer care activities across all group locations.
- Monitor customer satisfaction and improve overall customer experience.
- Handle and resolve escalated customer complaints and grievances.
- Develop and implement customer care policies, procedures, and service standards.
- Monitor customer feedback, CSI scores, complaints, and service quality.
- Coordinate with Service, Sales, Spare Parts, and other departments to resolve customer concerns.
- Conduct regular reviews of customer complaints and identify recurring issues.
- Guide and train Customer Care Executives and branch-level customer care teams.
- Ensure timely follow-up with customers after service and complaint resolution.
- Prepare and review customer care MIS reports and performance dashboards.




- Set targets and KPIs for customer care teams and monitor their performance.
- Ensure uniform customer care practices and standards across all branches.
- Coordinate with OEM/Principal teams regarding customer satisfaction and complaint-related matters.
- Conduct customer satisfaction improvement initiatives and retention activities.
- Provide regular reports and recommendations to management for improving customer experience.

Required Skills & Qualifications

- Bachelor's degree in Business Administration, Management, or a related field.
- Experience in customer care/customer relationship management, preferably in the automobile industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Solid complaint-handling and problem-solving abilities.
- Good knowledge of CRM systems and MS Office/Excel.
- Ability to analyze customer feedback and performance reports.
- Strong coordination and follow-up skills.
- Customer-focused approach with good decision-making ability.

Pay: From ₹45,000.00 per month

Benefits:

- Paid sick time
- Provident Fund

Work Location: In person

📌 CUSTOMER CARE- HEAD (Team Manager) (India)
🏢 Bimal Auto Agency India
📍 India