*Purpose of Role*

To ensure every customer has a seamless, transparent, and premium service experience from booking to delivery. Drive CSI, SMR,retention, and complaint resolution while maintaining brand standards.

*Key Result Areas KRA*

*1. Customer Experience & CSI Management*
- Own the end-to-end customer journey: Service booking, job card opening, in-process updates, delivery, and feedback
- Drive CSI and SSI scores. Target 90%+ and top quartile in zone
- Conduct feedback calls within 48 hours of delivery and log in DMS/CRM
- Handle escalations and ensure 100% complaint closure with root cause analysis

*2. Service Booking & Retention*
- Manage service appointment booking through Call center, App, Website, WhatsApp
- Drive service retention: 1st, 2nd, 3rd service, paid service, and campaign reminders
- Ensure 80%+ retention ratio and reduce drop-out customers
- Promote service value-added services: AMC, EW, Car care, RSA

*3. Complaint & Escalation Management*
- Act as single point of contact for all customer complaints
- Resolve complaints within defined TAT.



Coordinate with Workshop, Spares, and CRM team
- Maintain complaint log with resolution and prevention plan
- Support social media and Google review management for service

*4. Process Adherence & Quality*
- Ensure 100% adherence to Maruti Suzuki Arena/Nexa 9-step service process
- Monitor job card accuracy, estimate approval, and timely delivery updates
- Drive transparency: Job card copy, video diagnosis, and final bill explanation to customer
- Ensure lounge, washroom, Wi-Fi, and overall customer facility standards as per brand norms

*5. Team Management & Training*
- Lead a team of Customer Care Executives, Receptionists, and Tele-callers
- Conduct daily briefing, product training, and soft skills training
- Monitor team productivity, call quality, and CRM entry compliance
- Create duty rosters and ensure proper coverage on peak days

*6. Reporting & Coordination*
- Share daily MIS:

📌 Customer Care Manager (Chhindwara)
🏢 Streamtech Innovations
📍 Chhindwara