Manage and oversee the customer care operations of the service department.
Ensure high levels of customer satisfaction by addressing customer queries, concerns, and complaints effectively.
Monitor service quality, turnaround time, and customer feedback.
Coordinate with Service Advisors, Workshop Team, and Management to resolve customer issues.
Handle escalations and ensure timely closure of complaints.
Analyze Customer Satisfaction Index (CSI) reports and implement improvement plans.
Conduct follow-up calls after service and ensure proper documentation.
Train and guide customer care executives on customer handling and service standards.
Ensure compliance with KIA service processes and dealership policies.
Prepare reports on customer feedback, complaints, and retention activities.
Key Skills & Requirements:
Proven experience in customer care or customer relations within an automobile service dealership.
Strong communication, interpersonal, and problem-solving skills.
Good knowledge of service processes, CRM systems, and CSI parameters.
Ability to handle customer escalations professionally.
Leadership and team management skills.
Proficiency in MS Office and dealership management systems.
Local candidates with dealership exposure will be preferred.