Position: AGM / GM – Customer Care
Location: Cochin
Experience: 15+ Years of relevant experience in Customer Care / Customer Experience / After Sales / Service within the Automobile Industry.
Salary: Up to 12 LPA

Key Requirements & Responsibilities
Lead and manage the overall Customer Care / Customer Experience function and ensure high levels of customer satisfaction.
Develop and implement strategies to improve customer satisfaction, retention, loyalty, and overall customer experience.
Handle and monitor customer complaints, grievances, escalations, and ensure timely resolution.
Lead and mentor the Customer Care / Customer Relationship / Service team and drive team performance.
Monitor Customer Satisfaction (CSI), Customer Experience (CX), VOC, and other key performance indicators.
Coordinate closely with Sales, Service, After Sales,



and dealership teams to ensure seamless customer experience.
Establish and maintain solid processes for customer feedback, complaint management, escalation handling, and service recovery.
Analyse customer feedback and identify areas for process improvement and operational excellence.
Develop solid relationships with key customers and handle critical/high-value customer escalations.
Prepare and review MIS reports, customer analytics, and performance dashboards for management.
Ensure compliance with company standards and drive consistent customer service quality across the organization.
Candidates with robust leadership, communication, decision-making, and customer relationship management skills will be preferred.

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