Purpose: Manage customer experience, CSI, service retention, complaint resolution, and service process standards.

Responsibilities:
1. Manage complete customer journey from booking to vehicle delivery and feedback.

2. Drive CSI/NPS, service retention, SMR, and customer satisfaction.

3. Handle complaints and escalations with timely resolution and RCA.

4. Manage service bookings, follow-ups, campaigns, AMC, EW, RSA and other VAS.

5. Ensure adherence to Maruti Suzuki service processes and customer facility standards.

6. Lead Customer Care Executives, Receptionists and Tele-callers.

7. Monitor daily MIS, CRM entries, bookings, deliveries, complaints and retention.

8. Coordinate with Workshop,



Spares and CRM teams for smooth service operations.

9. Support VAS, pickup/drop and allied service revenue.

KPIs: CSI/NPS, Retention %, Complaint TAT, Booking Conversion, Feedback Completion, VAS Penetration & SMR.

Education:Graduate. MBA in Marketing/Service preferred

Experience:3-5 years in automotive after-sales customer care

Skills:Customer Handling, Communication, Conflict Resolution, DMS/CRM, MS Office, Leadership, Empathy

Pay: ₹20,000.00 - ₹30,000.00 per month

Perks:
- Provident Fund

Work Location: In person

📌 Customer Care Manager (Chhindwara)
🏢 Streamfix Business management
📍 Chhindwara