Customer Experience & Satisfaction
Monitor customer feedback from calls, emails, surveys, and OEM portals.
Implement corrective actions to improve customer satisfaction.
Handle escalated customer complaints professionally and ensure closure.
Complaint Handling & Resolution
Act as the single point of contact for escalated customer issues.
Coordinate with Service, Insurance, and Spare Parts teams for resolution.
Maintain detailed records of complaints and resolutions.
CRM & Follow-up Management
Manage CRM systems (DMS / OEM portals).
Ensure timely follow-ups for:
Post-sales calls
Post-service feedback
Repeat visit reminders
Track lost customers and run win-back activities.
Process Compliance & Audits
Ensure adherence to OEM customer handling processes.
Prepare for OEM audits and customer care reviews.
Train staff on customer handling etiquette and SOPs.
Team Coordination & Training




Guide and support customer care executives / telecallers.
Conduct regular training on communication, objection handling, and empathy.
Monitor call quality and customer interaction standards.
Reporting & Analysis
Prepare daily / weekly / monthly reports on:
Complaints
Repeat customers
Follow-up effectiveness
Analyze trends and suggest improvement actions to management.
Retention & Loyalty Programs
Plan customer engagement activities (service reminders, offers, campaigns).
Coordinate loyalty programs, referrals, and service promotions.
Support dealership initiatives to increase retention and repeat business.

Pay: ₹20,000.00 - ₹35,000.00 per month

Advantages:
Cell phone reimbursement
Paid sick time
Provident Fund

Work Location: In person

📌 Customer Care Manager Aluva
🏢 Popular Vehicles and services
📍 Aluva