Customer Care Manager
About the role
Job Summary
The Customer Care Manager is responsible for ensuring a high level of customer satisfaction throughout the vehicle service experience. The role involves managing customer interactions, handling complaints and escalations, monitoring service quality, improving customer retention, coordinating with service advisors and technicians, and achieving customer satisfaction targets.
Key Responsibilities
- Customer Relationship Management
Ensure excellent customer service at all customer touchpoints.
Build and maintain strong relationships with customers.
Monitor customer satisfaction and implement improvement initiatives.
Manage customer retention and loyalty programs.
Conduct follow-up calls after vehicle service delivery.
- Complaint Handling & Resolution
Address customer concerns, complaints, and service-related issues promptly.
Investigate customer grievances and coordinate with relevant departments for resolution.
Maintain records of complaints and corrective actions.
Escalate critical cases to senior management when required.
- Service Experience Management
Monitor service reception, vehicle delivery, and customer communication processes.
Ensure service commitments and promised delivery timelines are met.
Coordinate with Service Advisors, Workshop Supervisors, and Parts Departments to improve customer experience.
Ensure customers receive regular updates regarding vehicle status.
- Customer Feedback & CSI Management
Monitor Customer Satisfaction Index (CSI) scores.
Analyze customer feedback and identify improvement areas.
Prepare monthly customer satisfaction reports.
Develop action plans to improve CSI and Net Promoter Score (NPS).
- Team Management
Supervise Customer Care Executives and CRM staff.
Train employees on customer handling and communication skills.
Set performance goals and monitor team productivity.
Conduct regular team meetings and performance reviews.
- Operational Responsibilities
Maintain customer databases and service records.
Ensure compliance with manufacturer and dealership customer service standards.
Generate periodic MIS reports and customer analytics.
Support marketing campaigns, service reminders, and customer engagement activities.
Key Performance Indicators (KPIs)
Customer Satisfaction Index (CSI)
Net Promoter Score (NPS)
Customer Retention Rate
Repeat Service Business
Complaint Resolution Time
First Contact Resolution Rate
Customer Feedback Scores
Service Revenue from Retained Customers
Personal Attributes
Customer-centric mindset.
Professional and courteous behavior.
Strong organizational skills.
Ability to work under pressure.
High level of integrity and accountability.
Positive attitude and attention to detail.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Provident Fund
Experience:
total work: 4 years (Preferred)
Work Location: In person
Questions about this role
How do I apply to this Customer Care Manager role at Sahyadri Motors Pvt. Ltd (Swargate)?
Click "Apply with AI Applyd" above. We auto-fill the application from your resume and answer screening questions in seconds. No copy and paste, no juggling tabs.
What's the typical salary for Customer Success Manager in India?
Compensation for Customer Success Manager roles in India varies widely by seniority, employer size, and remote vs onsite arrangement. Check the salary range on this listing when published, or browse our Customer Success Manager hub for India medians across recent openings.
How fast does AI Applyd auto-apply?
Most applications complete in under 90 seconds. You can track the status in your dashboard and watch the screenshot proof land the moment the application submits.
What ATS does Sahyadri Motors Pvt. Ltd (Swargate) use?
AI Applyd supports Greenhouse, Lever, Ashby, Workday, iCIMS, SmartRecruiters, LinkedIn Easy Apply, and most other ATS platforms. If we can submit through the platform, we do.
Want AI Applyd to auto-apply to roles like this?
We tailor your resume per posting, fill the forms, and track replies for you.