– CCM (Customer Care Manager)Kumar Automobiles – Maruti Suzuki Dealership, Keonjhar A Customer Care Manager (CCM) is responsible for managing customer satisfaction, handling complaints, improving customer relationships, and ensuring excellent service quality at the dealership.

- Key Responsibilities
1. Handle customer complaints and resolve issues promptly.
2. Ensure high customer satisfaction and a positive customer experience.
3. Coordinate with the Sales, Service and Bodyshop departments.
4. Follow up with customers after vehicle delivery and servicing.
5. Monitor customer feedback and satisfaction scores.
6. Handle escalated customer issues professionally.
7. Maintain customer records and prepare daily/monthly reports.
8. Ensure timely closure of customer complaints.
9. Coordinate customer feedback calls and service quality initiatives.
10. Support the dealership in achieving customer satisfaction targets.

2. Required Skills
- Good communication skills.
- Customer handling and problem-solving ability.
- Basic computer knowledge (MS Excel, Word, Email).
- Good coordination and team management.




- Ability to handle difficult customers.
- Professional attitude and positive approach.

3. Qualification & Experience
- Graduate in any discipline preferred.
- 1–3 years of experience in customer service or automobile dealership preferred.
- Freshers with valuable communication skills may also be considered.

4. Key Performance Indicators (KPIs)KPI

Responsibility

Customer Satisfaction

Improve customer satisfaction

Complaint Resolution

Timely complaint closure

Customer Follow-up

Regular follow-up

Feedback Management

Collect customer feedback

Service Quality

Improve customer experience

Reporting

Daily and monthly MIS

- Reporting Structure
- Reports to: Dealer Principal / General Manager
- Coordinates with: Sales Manager, Service Manager, Bodyshop Manager and CRM Team.

Main Objective: To ensure every customer of Kumar Automobiles receives excellent service and a satisfactory experience throughout their association with the dealership.

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📌 CUSTOMER CARE MANAGER (Kendujhar)
🏢 Kumar Automobiles
📍 Kendujhar