Manager - Customer Service

Description:

Key Responsibilities:

- Lead customer support operations and ensure timely resolution of service requests, escalations, and complaints.

- Monitor end-to-end after-sales service lifecycle including job card handling, spare parts availability, workshop coordination, and closure compliance.

- Train service advisors and dealership staff to enhance customer communication and satisfaction metrics.

- Drive initiatives to improve CSI (Customer Satisfaction Index) and NPS (Net Promoter Score).

- Coordinate with technical teams for defect reporting, part replacement, warranty processing, and root-cause corrective actions.

- Conduct customer feedback surveys and implement action plans to reduce repeat failures.

- Maintain service MIS, performance dashboards, and management updates.

Required Skills & Competencies:

- Experience in customer support in the automotive industry (OEM/dealership/service operations preferred).

- Strong interpersonal communication, conflict resolution, and people-management skills.

- Knowledge of service processes, spare parts management, TAT norms, and workshop operations.