Job Description

Position

: Head - Customer Relations (CR)

Location

: Jalgaon

Role Overview

The

Head - Customer Relations (CR)

will oversee the end-to-end customer interaction ecosystem, including the call center team, Voice of Customer (VOC) initiatives, customer reviews, and complaint resolution processes. This role is critical in maintaining Chaudhari Toyota's reputation for reliability and trust and ensuring an exceptional ownership experience for every customer.

Key ResponsibilitiesCall Center Operations

Lead and manage the in-house call center team to ensure prompt, polite, and effective customer communication. Build and maintain robust systems to collect, analyze, and act on customer feedback across channels (calls, service visits, surveys, social media, etc.). Share insights with leadership and departments to drive meaningful improvements in processes and service delivery.

Customer Reviews & Escalations

Monitor and manage online reviews, feedback, and ratings on platforms such as Google, Justdial, social media, etc. Respond to negative feedback professionally and work with teams to resolve issues swiftly. Ensure high levels of customer satisfaction and proactively identify patterns or recurring concerns.

Customer Complaint Management

Own the end-to-end complaint resolution process--from registration to closure. Coordinate with sales, service, and technical teams to ensure timely, empathetic, and effective resolutions. Maintain detailed logs and reports of customer complaints, resolutions, and follow-up actions.

Reporting & Team Management

Lead, coach, and mentor the CR and call center teams for continuous development and performance improvement. Generate regular dashboards on customer satisfaction metrics, call volumes, complaints, and VOC trends. Present actionable insights to management and lead key customer experience initiatives.

Requirements

Graduate/Postgraduate in Business, Customer Service, or related field. 3-5 years of experience in customer relations or call center management, preferably in automotive, retail, or service industries. Proven leadership and team management experience. Excellent communication, conflict resolution, and stakeholder management skills. Strong analytical ability with proficiency in customer service tools and CRM platforms. Customer-centric mindset with a passion for improving processes and experiences.

Apply Now

Please send your resume to hr@ccplj.in

Job Type: Full-time

Pay: ?18,000.00 - ?22,000.00 per month

Benefits:

Provident Fund
Schedule:

Day shift Morning shift
Work Location: In person