Group Head – Customer Care Manager |

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.
Solid leadership and team management skills.
Excellent communication and interpersonal skills.
Strong complaint-handling and problem-solving abilities.
Valuable knowledge of CRM systems and MS Office/Excel.
Ability to analyze customer feedback and performance reports.
Robust 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 Elathur
🏢 Bimal Auto Agency India
📍 Elathur