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