Job Description – Customer Care Manager (Service / After-Sales)
Position: Customer Care Manager – Service / After-Sales
Department: Service / After-Sales
Industry: Automobile Dealership
Reports To: General Manager – Service / Dealer Principal
Joining - Immediate Joiners Preffered
Salary - Based on the Experience Best in the Industry
Location - Chennai Avadi
Job Purpose:
To manage customer relationships and improve customer satisfaction throughout the after-sales journey by ensuring timely resolution of complaints, effective follow-ups, customer retention and smooth coordination between customers and dealership service operations.
Key Responsibilities:
- Customer Satisfaction
- Monitor and improve CSI, CEI and NPS performance.
- Ensure a high-quality customer experience during service visits.
- Conduct customer feedback calls and identify areas for improvement.
- Complaint Management
- Handle customer complaints and escalations professionally.
- Coordinate with Service Advisors, Workshop, Parts, Warranty and Body Shop for resolution.
- Ensure complaints are closed within defined TAT.
- Escalate critical cases to the Service Manager/GM when required.
- Post-Service Follow-up
- Conduct post-service calls and collect customer feedback.
- Follow up on dissatisfied customers and repeat complaints.
- Ensure corrective actions are implemented and documented.
- Customer Retention
- Monitor service reminders and lost/dormant customers.
- Drive repeat service visits and customer retention programs.
- Support campaigns, service offers and customer engagement activities.
- CRM & MIS
- Maintain accurate customer records in CRM/DMS.
- Track complaints, follow-ups, commitments and closures.
- Prepare daily, weekly and monthly customer-care reports.
- Analyze customer feedback and identify recurring issues.
- Team Management
- Lead and train Customer Care/CRM Executives.
- Set individual targets and monitor performance.
- Conduct regular review meetings and coaching sessions.