Customer Care Manager Job in GoldenJobs
- GoldenJobs Placement
- 2 Yrs
- Mumbai
- 17 days ago
- Email to a friend
- Report this job
Job Description
-
Customer Service Management:
-
Lead and manage a team of customer care representatives in both sales and service domains.
-
Ensure timely and effective resolution of customer complaints, issues, and service requests.
-
Oversee customer interaction across multiple channels (phone, email, social media, in-person).
-
Monitor and manage service and sales inquiries, ensuring consistent service delivery.
-
-
Sales Support:
-
Assist the sales team in managing customer relationships and driving customer satisfaction through proactive engagement.
-
Provide support to customers throughout their buying process, ensuring clear communication regarding product specifications, pricing, and financing options.
-
Track sales feedback and offer insights to improve the customer purchase experience.
-
-
Service Excellence:
-
Manage customer satisfaction for post-sales services, such as vehicle servicing, repairs, and maintenance.
-
Ensure timely follow-ups after services, ensuring customers are satisfied with the work performed and offering after-sales care advice.
-
Work with the service team to ensure adherence to customer promises regarding delivery dates, service quality, and turnaround times.
-
-
Team Development & Leadership:
-
Recruit, train, and motivate customer care teams to deliver exceptional service.
-
Regularly assess performance and provide coaching and development opportunities for team members.
-
Conduct regular team meetings to provide updates on key performance indicators (KPIs), feedback, and customer insights.
-
-
Customer Retention and Loyalty:
-
Implement and drive strategies to increase customer retention and loyalty, enhancing brand advocacy.
-
Analyze customer feedback, identifying trends, and suggesting improvements to products and services.
-
Create customer engagement strategies, including loyalty programs, surveys, and special promotions.
-
-
Reporting & Analytics:
-
Monitor and report on customer service performance metrics (e.g., customer satisfaction scores, first contact resolution, response times).
-
Analyze customer service data and work with management to implement process improvements.
-
Regularly review feedback from customers, ensuring the highest levels of service are being achieved.
-
-
Collaboration:
-
Work closely with the sales, marketing, and operations teams to ensure customer satisfaction across all touchpoints.
-
Liaise with the technical service team to resolve complex technical issues promptly and efficiently.
-
Collaborate with management to align customer care strategies with broader business objectives.
-
-
Educational Background:
-
A Bachelor's degree in Business Administration, Marketing, Automotive Engineering, or a related field (preferred).
-
-
Experience:
-
Minimum 5 years of experience in customer service, sales, or service roles in the automobile industry.
-
At least 2 years in a managerial or leadership role, overseeing customer care teams.
-
Experience in handling both pre-sales and post-sales service operations.
-
-
Skills:
-
Strong knowledge of the automobile industry, including vehicle models, features, and after-sales services.
-
Excellent communication, interpersonal, and leadership skills.
-
Ability to work under pressure and resolve conflicts effectively.
-
Strong analytical and problem-solving skills.
-
Proficiency in CRM software and customer service tools.
-
-
Personal Attributes:
-
Customer-centric attitude with a passion for delivering exceptional service.
-
Detail-oriented with a focus on process improvement.
-
Ability to drive team performance and motivate others.
-
Strong decision-making capabilities and a solution-oriented mindset.
-
Job Title: Customer Care Manager (Sales & Service)
Location: [Worli]
Reports To: [customer care Manager]
Department: Customer Service / Sales & Service
Job Summary:
The Customer Care Manager for Sales & Service in the automobile sector will be responsible for overseeing the customer service operations, ensuring seamless interactions, and maintaining high standards of satisfaction for both pre-sales and post-sales customers. This role involves managing customer inquiries, complaints, and ensuring excellent service delivery at every touchpoint of the customer journey, with a strong focus on retention, loyalty, and brand advocacy. The Manager will also be tasked with improving sales performance and supporting service teams in delivering top-notch experiences.
Key Responsibilities:
Qualifications and Requirements:
Employement Category:
Employement Type: Full timeIndustry: Automobile / Auto Ancillaries
Role Category: Sales / BD
Functional Area: Not Specified
Role/Responsibilies: Customer Care Manager Job in GoldenJobs
Contact Details:
Company: Golden PlacementLocation(s): Mumbai
Keyskills: service care relationship sales customer ccm manager
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in