Bhagirath Kia is looking for an experienced and customer-focused Customer Care Manager to manage customer relationships and ensure an excellent customer experience throughout the vehicle purchase journey.

The candidate will be responsible for customer feedback, complaint resolution, post-sales follow-ups, customer satisfaction, CRM management, sales process compliance and coordination with Sales, Finance, Insurance and Delivery teams.

Key Responsibilities

- Manage the complete customer experience from enquiry to vehicle delivery and post-sales follow-up.
- Ensure timely follow-up with customers after vehicle delivery.
- Handle customer complaints, grievances and escalations professionally and ensure timely resolution.
- Monitor customer feedback and identify areas for improvement.
- Maintain strong relationships with existing and prospective customers.
- Monitor customer satisfaction and work towards improving CSI/SSI and overall customer experience.
- Coordinate with Sales Consultants and Sales Managers to ensure proper customer follow-up.
- Ensure all customer enquiries, interactions and complaints are properly updated in the CRM/DMS.
- Monitor pending customer cases and ensure timely closure.
- Conduct post-delivery customer calls and collect feedback regarding the buying experience.
- Track customer dissatisfaction and take corrective action in coordination with the concerned department.
- Monitor lost customers and initiate follow-up/win-back activities.
- Coordinate with Sales, Finance, Insurance, Accessories and Delivery teams to resolve customer-related issues.
- Ensure adherence to Kia customer experience standards and dealership SOPs.
- Support customer engagement activities, campaigns, events and loyalty initiatives.
- Ensure proper customer data collection and accuracy in the CRM.
- Prepare daily, weekly and monthly reports related to customer feedback, complaints, follow-ups and customer satisfaction.
- Analyze customer feedback and recommend improvement plans to management.
- Guide and monitor Customer Care Executives/CRM staff,



wherever applicable.
- Conduct regular team briefings and training on customer handling, communication and complaint resolution.
- Support OEM/dealership audits and ensure required customer-care processes are followed.

Key Performance Indicators (KPIs)

- Customer Satisfaction / CSI / SSI Score
- Customer Complaint Resolution Time
- Customer Follow-up Compliance
- Post-Delivery Customer Feedback
- Customer Retention & Repeat Business
- CRM/DMS Data Accuracy
- Complaint Closure Percentage
- Customer Engagement & Loyalty
- Sales Process Compliance
- Customer Escalation Management

Eligibility & Requirements

- Graduate in any discipline; MBA/PGDM preferred.
- 2–5 years of experience in customer relationship management, customer care or automobile dealership operations.
- Experience in four-wheeler automobile dealership/customer experience will be preferred.
- Candidates with experience in Kia, Hyundai, Maruti Suzuki, Tata Motors, Mahindra or other reputed automobile dealerships will be preferred.
- Excellent verbal and written communication skills.
- Strong customer-handling and complaint-resolution skills.
- Good knowledge of MS Office and CRM/DMS software.
- Strong coordination and interpersonal skills.
- Ability to manage multiple customer issues and priorities.
- Should be confident, professional and presentable.
- Strong problem-solving and follow-up skills.
- Ability to work in a target-oriented and fast-paced dealership environment.

Preferred Skills

Customer Relationship Management | Customer Handling | Complaint Resolution | CRM/DMS | Customer Satisfaction | Follow-up Management | Communication Skills | Team Coordination | MIS Reporting | Problem Solving | Automobile Dealership Operations

What We Offer

- Competitive salary as per experience and industry standards
- Performance-based incentives, wherever applicable
- Professional growth opportunities
- Training and development
- Opportunity to work with a reputed Kia dealership
- Positive and professional working setting

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Cell phone reimbursement

Work Location: In person

📌 Customer Care Manager (Indore)
🏢 Bhagirath Motocorp(Bhagirath Kia
📍 Indore