Customer Care Manager

Job Description

Role & responsibilities : Dealership Management : Collaborate with dealerships to improve service standards and operational efficiency. Provide guidance and support to dealership teams for effective customer handling. Workshop Management : Oversee workshop operations to ensure timely and quality service delivery. Optimize service processes for increased efficiency and reduced downtime. Customer Service & Handling : Address customer queries and concerns promptly, ensuring resolution within defined TAT (Turnaround Time). Manage escalated customer complaints related to technical or service issues. After-Sales Service : Monitor and improve aftersales service delivery across dealerships and workshops. Ensure the availability of spare parts and proper maintenance of service standards. Customer Satisfaction : Drive initiatives to enhance customer satisfaction and loyalty. Analyze Customer Satisfaction Index (CSI) scores and develop improvement plans. Technical Issues Resolution : Work with technical teams to diagnose and resolve complex issues affecting customer vehicles. Implement processes to reduce recurring issues and enhance service quality. Stakeholder Collaboration : Act as the liaison between customers, dealerships, and internal teams. Collaborate with cross-functional teams to ensure smooth service operations. Analyze Customer Feedback : Collect and analyze customer feedback using tools and surveys. Identify trends and provide actionable insights to improve products, services, and processes.