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: Booking, Walk-in, Delivered, Pending, NPS,CSI, Complaints, SMR
- Coordinate with Workshop for TAT, Spares for part availability, and CRM for follow-ups
- Support service campaigns and recall activities with 100% customer contact
- Prepare monthly service retention and complaint analysis report

7. Revenue Support

- Support Service Advisor in selling value-added services and accessories at delivery
- Drive pickup & drop, car wash, and allied service revenue
- Ensure proper billing and documentation with no revenue leakage

Key KPIs

NPS, CSI Score, Service Retention %, Feedback Call Completion %, Complaint Resolution TAT, Booking Conversion %, VAS Penetration %, SMR

Qualifications & Skills

Education: Graduate. MBA in Marketing/Service preferred

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

Prefference

Candidates who have experience in (Tata motors).

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