Senior Manager – Customer Care / Customer Service Manager

Purpose of the Role:
To drive customer satisfaction and dealer service excellence by ensuring effective implementation of service processes, providing technical support, resolving customer complaints, and strengthening after-sales operations across the assigned region. The role focuses on enhancing customer experience, dealer engagement, vehicle retention, and service quality while ensuring compliance with organizational policies and statutory guidelines.

Key Responsibilities:

Customer Care & Service Operations:
- Drive customer satisfaction through effective implementation and monitoring of service processes across dealerships.
- Ensure timely resolution of customer complaints in coordination with channel partners.
- Monitor key service performance parameters and implement corrective action plans.
- Execute customer engagement and service improvement initiatives.
- Support vehicle retention and service inflow growth through process enhancement initiatives.

Technical Support & Warranty Management:




- Provide technical support to dealerships for complex customer concerns.
- Review and authorize warranty and part failure claims.
- Coordinate with internal teams for spare parts availability and technical assistance.
- Contribute to Joint Investigation Reports (JIR/DIR/CCIR) for product feedback and complaint resolution.

Dealer & Channel Partner Management:
- Build solid relationships with channel partners to improve service performance and customer experience.
- Monitor dealership productivity, body shop performance, and service process compliance.
- Drive service marketing initiatives and dealer manpower incentive programs.
- Ensure implementation of service standards and operational best practices across dealerships.

Corporate & Fleet Customer Management:
- Manage escalated complaints from corporate and fleet customers.
- Ensure availability of dedicated service support and exclusive facilities for fleet

📌 Senior Manager (Delhi)
🏢 TataMotors
📍 Delhi