Assistant Customer Care Manager

Job Description

Job Summary:
The Assistant Customer Care Manager will be responsible for ensuring superior customer service and satisfaction within the service department. The role involves overseeing the front office team, handling customer feedback and complaints, coordinating with workshop teams for smooth operations, and driving customer engagement and retention initiatives.

Key Responsibilities:
Supervise daily front office and customer care activities at the service workshop.
Handle customer concerns, queries, and feedback promptly and professionally.
Coordinate between the customer care and service teams to ensure timely vehicle delivery and quality service.
Monitor post-service follow-ups, feedback collection, and complaint resolution.
Maintain and improve the Customer Satisfaction Index (CSI) as per company standards.
Plan and support customer engagement events such as service camps and loyalty programs.
Track and report customer feedback trends to management for continuous improvement.
Motivate, guide, and monitor the customer care team to maintain service excellence.
Ensure compliance with standard operating procedures and brand service policies.

Required Skills:
Excellent communication and interpersonal skills
Strong leadership and team coordination abilities
Customer-focused approach with empathy and patience
Knowledge of service processes and CRM tools
Good problem-solving and decision-making skills
Proficiency in MS Office; knowledge of DMS/CRM preferred