Customer Care Manager

Job Title

Customer Care Manager Automobile Dealership

Job Purpose

To manage the dealerships customer care operations, ensure high customer satisfaction, handle complaints and escalations, and improve customer retention and loyalty across sales and after-sales services.

Key Responsibilities

• Manage the Customer Care team and daily customer interactions.
• Monitor customer satisfaction across Vehicle service, body shop, departments.
• Handle customer complaints, escalations, and service-related issues professionally and ensure timely closure.
• Conduct customer follow-up calls after vehicle delivery and service visits.
• Monitor CSI/Customer Satisfaction Index, NPS, feedback scores, and complaint closure.
• Coordinate with Sales, Service, Workshop, and Parts teams to resolve customer concerns.
• Track and improve repeat customers, referrals, retention, and loyalty.
• Ensure timely communication regarding service appointments, vehicle status, delivery, and pending issues.
• Analyze customer feedback and identify recurring problems.
• Prepare daily/weekly/monthly customer satisfaction reports for management.
• Ensure customer databases and CRM records are accurate and updated.
• Conduct customer satisfaction surveys and feedback campaigns.
• Train and coach customer care executives on communication, complaint handling, and customer experience.
• Ensure adherence to OEM/dealership customer care processes and standards.
• Organize customer engagement activities and loyalty programs.
• Coordinate with OEM representatives during audits and customer satisfaction reviews.

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• Net Promoter Score (NPS)
• Complaint resolution time
• Complaint closure percentage
• Customer retention/repeat business
• Service follow-up completion
• Customer feedback response rate
• Online review/rating improvement
• Escalation reduction
• CRM data accuracy and process compliance

Qualifications

• Graduate degree in Business Administration, Automobile, Marketing, or a related field.
• 5–10 years of experience in customer care/CRM, preferably in an automobile dealership.
• Experience handling customer complaints and coordinating with Sales and Service departments.
• Good knowledge of CRM/DMS systems and MS Office.

Required Skills

• Excellent verbal and written communication
• Customer relationship management
• Complaint and escalation handling
• Team leadership
• Problem-solving and negotiation
• Reporting and data analysis
• Good interpersonal skills
• Ability to work under pressure
• Strong follow-up and coordination skills

Reporting

Reports to: Works Manager, VP.