Job Description

1. Customer Experience & Satisfaction

Ensure high

CSI / NSS / NPS scores

as per OEM targets. Monitor customer feedback from calls, emails, surveys, and OEM portals. Implement corrective actions to improve customer satisfaction. Handle escalated customer complaints professionally and ensure closure.

2. Complaint Handling & Resolution

Act as the

single point of contact

for escalated customer issues. Coordinate with Service, Sales, Insurance, and Spare Parts teams for resolution. Ensure complaints are resolved within defined

TAT

. Maintain detailed records of complaints and resolutions.

3. CRM & Follow-up Management

Manage CRM systems (DMS / OEM portals). Ensure timely follow-ups for: Post-sales calls Post-service feedback Repeat visit reminders Track lost customers and run win-back activities.

4. Process Compliance & Audits

Ensure adherence to

OEM customer handling processes

. Prepare for OEM audits and customer care reviews. Train staff on customer handling etiquette and SOPs. Maintain documentation related to CSI, VOC, and complaints.

5. Team Coordination & Training

Guide and support customer care executives / telecallers. Conduct regular training on communication, objection handling, and empathy. Monitor call quality and customer interaction standards.

6. Reporting & Analysis

Prepare daily / weekly / monthly reports on: CSI / NPS Complaints Repeat customers Follow-up effectiveness Analyze trends and suggest improvement actions to management.

7. Retention & Loyalty Programs

Plan customer engagement activities (service reminders, offers, campaigns). Coordinate loyalty programs, referrals, and service promotions. Support dealership initiatives to increase retention and repeat business.
Job Types: Full-time, Permanent

Pay: From ?40,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Paid sick time Provident Fund
Work Location: In person