Customer Care Manager

Company: Maruti Suzuki arena Automobile Industry

Reports To: GM – Service

Department: After Sales Service

Purpose of Role

To ensure every customer has a seamless, transparent, and premium service experience from booking to delivery. Drive CSI, SMR, retention, and complaint resolution while maintaining brand standards.

Key Result Areas – KRA

1. Customer Experience & CSI Management

- Own the end-to-end customer journey: Service booking, job card opening, in-process updates, delivery, and feedback

- Drive CSI and SSI scores. Target 90%+ and top quartile in zone

- Conduct feedback calls within 48 hours of delivery and log in DMS/CRM

- Handle escalations and ensure 100% complaint closure with root cause analysis

2. Service Booking & Retention

- Manage service appointment booking through Call center, App, Website, WhatsApp

- Drive service retention: 1st, 2nd, 3rd service, paid service, and campaign reminders

- Ensure 80%+ retention ratio and reduce drop-out customers

- Promote service value-added services: AMC, EW, Car care, RSA

3. Complaint & Escalation Management

- Act as single point of contact for all customer complaints

- Resolve complaints within defined TAT. Coordinate with Workshop, Spares, and CRM team

- Maintain complaint log with resolution and prevention plan

- Support social media and Google review management for service

4. Process Adherence & Quality

- Ensure 100% adherence to Maruti Suzuki Arena/Nexa 9-step service process

- Monitor job card accuracy, estimate approval, and timely delivery updates

- Drive transparency: Job card copy, video diagnosis, and final bill explanation to customer

- Ensure lounge, washroom, Wi-Fi, and overall customer facility standards as per brand norms

5. Team Management & Training

- Lead a team of Customer Care Executives, Receptionists, and Tele-callers

- Conduct daily briefing, product training, and soft skills training

- Monitor team productivity, call quality, and CRM entry compliance

- Create duty rosters and ensure proper coverage on peak days

6. Reporting & Coordination

- Share daily MIS: Booking, Walk-in, Delivered, Pending, NPS,CSI, Complaints, SMR

- Coordinate with Workshop for TAT, Spares for part availability, and CRM for follow-ups

- Support service campaigns and recall activities with 100% customer contact

- Prepare monthly service retention and complaint analysis report

7. Revenue Support

- Support Service Advisor in selling value-added services and accessories at delivery

- Drive pickup & drop, car wash, and allied service revenue

- Ensure proper billing and documentation with no revenue leakage

Key KPIs

NPS, CSI Score, Service Retention %, Feedback Call Completion %, Complaint Resolution TAT, Booking Conversion %, VAS Penetration %, SMR

Qualifications & Skills

Education: Graduate. MBA in Marketing/Service preferred

Candidate Preference : Candidate who have relevant experience from TATA Motors

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.