Job Description

Job Summary

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The Customer Care Manager is responsible for ensuring exceptional customer service and satisfaction at the showroom. They serve as the bridge between customers and the dealership's departments to address inquiries, handle complaints, and enhance the overall customer experience.

Key Responsibilities

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Key Responsibilities

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Customer Interaction & Satisfaction

: Ensure a welcoming and professional environment for all walk-in and existing customers. Address customer complaints and concerns promptly and effectively. Follow up with customers post-sale/service to ensure satisfaction.

Process Management

: Monitor customer service processes and ensure compliance with manufacturer and dealership standards. Supervise customer feedback collection (e.g., NPS/CEI) and prepare reports for management.

Team Supervision

: Lead and train the front desk, call center, and CRM teams. Allocate duties and track performance of team members.

Complaint Handling & Escalation

: Act as the escalation point for unresolved customer issues. Coordinate with service advisors, sales teams, and technical staff to ensure resolution.

Customer Retention

: Develop and implement retention programs like loyalty benefits, AMC renewals, etc. Maintain and update customer database for marketing and follow-up purposes.

Coordination with OEM

: Handle manufacturer surveys and customer satisfaction index evaluations. Ensure dealership is meeting OEM standards for customer care.

Qualifications & Skills

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Graduate / Postgraduate in Business, Marketing, or related field. Minimum 3-5 years experience in customer care, preferably in the automobile industry. Excellent communication and interpersonal skills. Proficient in CRM tools, MS Office, and customer service software. Strong problem-solving and conflict resolution abilities.

Key Attributes

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Customer-centric attitude Patience and empathy Leadership and team management Good organizational skills High attention to detail
Job Types: Full-time, Permanent

Pay: Up to ?51,024.37 per month

Schedule:

Day shift
Work Location: In person