– 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.
- Coordination & Process Compliance
- Coordinate with Service, Parts, Warranty, Sales and Body Shop departments.
- Ensure dealership and OEM customer-care processes are followed.
- Support OEM audits and customer satisfaction improvement initiatives.

Key KPIs:

- CSI / CEI / NPS
- Customer complaint closure TAT
- Complaint recurrence rate
- Post-service calling completion
- Customer retention %
- Service reminder conversion
- Lost customer recovery
- Repeat repair complaints
- Customer escalation rate
- CRM data accuracy

Desired Qualification & Experience:

- Graduate/Diploma; automobile or mechanical background preferred.
- 5–8 years' experience in automobile service/customer care, with 2–3 years in a supervisory/managerial role being a typical profile. IIndeed
- Experience in an authorized automobile dealership preferred.
- Good knowledge of CRM/DMS and customer satisfaction processes.
- Strong communication, complaint-handling, analytical and team-management skills.

Ideal Candidate: Customer-focused, confident in handling difficult customers, strong in follow-up and escalation management, and capable of working closely with workshop/service teams to deliver excellent after-sales experience.

Contact - HR

+91-(phone hidden)/+91-(phone hidden)

Pay: ₹20,000.00 - ₹28,000.00 per month

Perks

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Care Manager (Avadi)
🏢 GANESH CARS PVT.LTD
📍 Avadi