Core Roles & Responsibilities

- Complaint Resolution: Act as the main point of escalation for unhappy customers. Investigate service delays, billing disputes, or repeat repair issues to resolve them fairly.
- Satisfaction & CSI Tracking: Monitor Customer Satisfaction Index (CSI) ratings, Net Promoter Scores (NPS), and online reviews. Analyze post-service feedback to spot and fix operational gaps.
- CRM & Retention Campaigns: Supervise the Customer Relationship Management (CRM) team handling service reminders, warranty follow-ups, and insurance renewals.
- Cross-Department Coordination: Work closely with the Service Manager and Sales Manager to fix recurring workflow bottlenecks that cause customer delays.
- Team Training & Supervision: Coach Customer Care Executives (CCEs), receptionists, and front-desk staff on telephone etiquette, active listening, and empathy.
- OEM Compliance & Reporting: Prepare monthly customer feedback reports and ensure the dealership meets all customer-handling standards set by the automobile manufacturer (OEM).

Key Requirements & Qualifications





- Education: A Bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
- Experience: Typically requires 3 to 6+ years of experience in customer service, hospitality, or retail, with at least 2 years in an automotive dealership environment.
- Communication Skills: Robust verbal and written communication skills. Fluency in English and the local regional language is essential for handling diverse walk-in clients.
- Software Proficiency: Hands-on experience with Dealership Management Systems (DMS), automotive CRM software, and Microsoft Excel for tracking daily metrics.
- Soft Skills: High emotional intelligence, patience under stress, and strong conflict-resolution abilities

Pay: From ₹30,000.00 per month

Benefits:

- Commuter assistance
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Care Manager (Kottayam)
🏢 AVG MOTORS
📍 Kottayam