Job Description

Position Title: Customer Care Manager (Four Wheeler Dealership)

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Overview:

The Customer Care Manager plays a crucial role in ensuring exceptional customer satisfaction and loyalty within a four-wheeler dealership environment. This role involves managing a team of customer care representatives, overseeing customer interactions, resolving escalated issues, and implementing strategies to enhance the overall customer experience.

Key Responsibilities:

Lead, train, and motivate a team of customer care representatives to deliver excellent service.

Conduct regular performance evaluations, provide feedback, and implement coaching plans to improve team effectiveness.

Serve as the primary point of contact for escalated customer inquiries and complaints.

Handle complex or sensitive customer issues with professionalism, empathy, and a focus on resolution.

Develop and implement efficient customer care processes and procedures to streamline operations and improve response times.

Identify areas for improvement in the customer journey and collaborate with relevant departments to implement enhancements.

Build and maintain strong relationships with customers to foster loyalty and retention.

Act as a liaison between customers and internal departments to ensure timely resolution of issues and effective communication.

Analyze customer feedback, complaints, and service metrics to identify trends and areas for improvement.

Utilize data insights to develop actionable strategies for enhancing the overall customer experience.

Monitor customer interactions to ensure compliance with company policies and standards.

Conduct audits and quality assessments to maintain service excellence and uphold brand reputation.

Communicate effectively with customers via various channels, including phone, email, and in-person interactions.

Collaborate with cross-functional teams to share customer feedback, insights, and recommendations for improvement.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or related field.

Proven experience in a customer service or customer care role, preferably within the automotive industry.

Strong leadership and team management skills with the ability to inspire and motivate others.

Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.

Analytical mindset with the ability to interpret data and draw actionable insights.

Problem-solving skills with the ability to resolve conflicts and address customer concerns effectively.

Proficiency in CRM software and other relevant tools for managing customer interactions.

Flexibility to work in a fast-paced environment and adapt to changing priorities.

Commitment to providing exceptional customer service and driving continuous improvement initiatives.

The Customer Care Manager

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Service,

plays a pivotal role in ensuring customer satisfaction, retention, and loyalty within the four-wheeler dealership. By leading a team of dedicated customer care representatives and implementing effective strategies, the Customer Care Manager contributes to the dealership's success and reputation for excellence in service.

Job Type: Full-time

Pay: ?20,000.00 - ?35,000.00 per month

Benefits:

Provident Fund
Schedule:

Day shift Fixed shift
Supplemental Pay:

Commission pay Yearly bonus
Experience:

total work: 3 years (Required) Customer service: 3 years (Required) Team management: 2 years (Required) Customer relationship management: 2 years (Required)
Work Location: In person