Customer Care Manager – Service Operations

About the role

The Customer Care Manager Service will represent the company, develop lasting business relationships and oversee the service and sales area. The role focuses on delivering high‑quality customer experiences while driving revenue across new and used vehicle sales, accessories, and related services.

Key responsibilities

• Generate revenue by ensuring 100% inbound call pick‑up within 30 seconds and timely completion of outbound calls.
• Achieve service appointment targets and maintain a clean, high‑quality customer database.
• Send service measure letters and update eDealer systems with a 100% completion rate.
• Promote and sell service products, manage insurance renewal campaigns, and support retention initiatives.
• Resolve customer cases, including escalations, within stipulated timeframes and provide technical clarifications directly to customers.
• Oversee courtesy‑car availability, deployment, and reporting.
• Manage CRM usage, goodwill kitty, and internal complaint processes.
• Analyze CSI scores monthly, identify low‑score areas, and implement improvement actions.
• Lead and develop PRM and PRE teams, determining staffing needs based on workshop throughput.

Required profile

• 10‑12 years of experience in the automobile or hospitality sector.
• BE/MBA or equivalent degree.
• High positive attitude, excellent communication, and strong teamwork orientation.
• Customer‑centric mindset with the ability to inspire, train, and coach staff.

Required skills

What we offer

• Statutory benefits.