(JD)Customer Care Manager – Maruti Suzuki Service Dealership

Company Name: Kumar Automobiles

Industry: Automobile Dealership – Maruti Suzuki Service

Department: Customer Care / Service

Job Location: Keonjhar, Odisha

Position: Customer Care Manager

Preferred Candidate: Experienced candidate from the Maruti Suzuki dealership network, preferably from the service department.

1. Job Purpose

The Customer Care Manager will be responsible for managing customer relationships, ensuring customer satisfaction, handling customer complaints, improving service retention, and maintaining high-quality customer service standards in accordance with Maruti Suzuki dealership guidelines.
1. Key Responsibilities

- Customer Relationship Management: Maintain strong relationships with customers and ensure a positive service experience.
- Customer Complaint Handling: Handle customer grievances, service-related complaints, and escalations professionally, ensuring timely resolution.
- Service Follow-up: Monitor pre-service and post-service follow-ups, including customer feedback, vehicle delivery satisfaction, and service quality.
- Customer Satisfaction Index (CSI): Monitor and improve customer satisfaction scores, feedback ratings, and other dealership performance parameters.
- Service Retention: Encourage repeat visits, periodic maintenance, and customer loyalty through effective follow-up and engagement.
- Team Management: Supervise and guide customer care executives, telecallers, and other customer relationship staff.
- Coordination with Service Department: Coordinate with Service Advisors, Workshop Managers,



and the Service Manager to resolve customer concerns and ensure timely vehicle delivery.
- Customer Feedback and Reporting: Maintain records of customer complaints, feedback, follow-up calls, and satisfaction reports.
- Maruti Suzuki Standards: Ensure compliance with applicable Maruti Suzuki customer care processes, service standards, and dealership policies.
- Customer Communication: Communicate service updates, maintenance reminders, service campaigns, and customer satisfaction initiatives.
- Performance Monitoring: Review customer care team performance and take corrective action to improve service quality and customer retention.

1. Eligibility Criteria

- Graduate in any discipline; an MBA in Marketing, Customer Relationship Management, or a related field will be an advantage.
- Mandatory preference for candidates with prior experience in the Maruti Suzuki dealership network, particularly in customer care, CRM, service reception, or service operations.
- Minimum 3–5 years of relevant automobile dealership experience, preferably with at least 1–2 years in a supervisory or managerial role.
- Good understanding of dealership service processes, customer complaint management, CSI, and customer retention.
- Experience using dealership management systems, CRM software,



and MS Excel.
- Robust communication, interpersonal, leadership, and problem-solving skills.
- Ability to handle difficult customers professionally and work under performance targets.

1. Key Performance Indicators (KPIs)

- Customer Satisfaction Index (CSI) and customer feedback scores.
- Customer complaint resolution time and closure rate.
- Post-service follow-up completion and customer response rate.
- Repeat service visits and customer retention.
- Reduction in unresolved complaints and customer escalations.
- Customer care team productivity and compliance with dealership processes.

1. Preferred Candidate Profile

Candidates currently working or previously employed with an authorized Maruti Suzuki dealership in roles such as Customer Care Manager, CRM Manager, Customer Relationship Executive, Service Follow-up Manager, or Service Advisor with substantial customer care experience will be preferred.
1. Application Process

Interested candidates with relevant automobile dealership experience may submit their updated CV mentioning their current designation, dealership experience, present salary, expected salary, and notice period. hrmskumarautomobiles@#gmail.com or contact (phone hidden)/(phone hidden)

Company: Kumar Automobiles

Dealership: Authorized Maruti Suzuki Service Dealership

Location: Keonjhar, Odisha

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance
- Provident Fund

Experience:
- car dealership: 1 year (Required)

Work Location: In person

📌 Customer Care Manager (Keonjhar)
🏢 TVS-Kumar Tvs
📍 Keonjhar