Job Description

Job Role: Customer Care Manager - Maruti Suzuki

Department:

Customer Relationship / After-Sales

Location:

PODDAR CAR WORD

Key Responsibilities:

Customer Relationship Management:

Ensure excellent customer service experience during vehicle service and post-service follow-up. Address and resolve customer complaints and escalations effectively. Maintain regular contact with customers to ensure satisfaction and loyalty.

Service Feedback & Quality Monitoring:

Monitor customer feedback through surveys (CSI - Customer Satisfaction Index). Take corrective action based on feedback to improve service delivery.

Coordination with Workshop & Service Advisors:

Work closely with workshop and technical staff to ensure timely service delivery. Ensure proper job card handling, billing, and service updates to customers.

Dealer & OEM Interaction:

Coordinate with Maruti Suzuki Regional Office for escalated issues, warranty, and policy updates. Submit reports and compliance updates as per Maruti Suzuki standards.

Team Management:

Guide and train front office executives and service advisors to handle customers professionally. Set KPIs to maintain CSI scores as per OEM standards.

Records & Documentation:

Maintain detailed records of complaints, follow-ups, and resolutions. Ensure all customer data is updated accurately in the DMS system.

Required Qualifications:

Graduate in any stream (MBA preferred) Minimum 3-5 years of experience in customer service, preferably in the automobile industry Excellent communication and interpersonal skills Knowledge of DMS software and MS Office Customer-focused attitude Problem-solving ability Strong communication skills (Hindi/English/regional) Patience and empathy Conflict resolution
Job Type: Full-time

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

Provident Fund
Work Location: In person