Customer Care Manager

Job Role: Customer Care Manager – Maruti Suzuki

Department: Customer Relationship / After-Sales
Location: PODDAR CAR WORD

Key Responsibilities:

• Customer Relationship Management:
• Ensure excellent customer service experience during vehicle service and post-service follow-up.
• Address and resolve customer complaints and escalations effectively.
• Maintain regular contact with customers to ensure satisfaction and loyalty.
• Service Feedback & Quality Monitoring:
• Monitor customer feedback through surveys (CSI – Customer Satisfaction Index).
• Take corrective action based on feedback to improve service delivery.
• Coordination with Workshop & Service Advisors:
• Work closely with workshop and technical staff to ensure timely service delivery.
• Ensure proper job card handling, billing, and service updates to customers.
• Dealer & OEM Interaction:
• Coordinate with Maruti Suzuki Regional Office for escalated issues, warranty, and policy updates.
• Submit reports and compliance updates as per Maruti Suzuki standards.
• Team Management:
• Guide and train front office executives and service advisors to handle customers professionally.
• Set KPIs to maintain CSI scores as per OEM standards.
• Records & Documentation:
• Maintain detailed records of complaints, follow-ups, and resolutions.
• Ensure all customer data is updated accurately in the DMS system.

Required Qualifications:

• Graduate in any stream (MBA preferred)
• Minimum 3–5 years of experience in customer service, preferably in the automobile industry
• Excellent communication and interpersonal skills
• Knowledge of DMS software and MS Office
• Customer-focused attitude
• Problem-solving ability
• Strong communication skills (Hindi/English/regional)
• Patience and empathy
• Conflict resolution

Job Type: Full-time

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

• Provident Fund

Work Location: In person