Job Description

Respected Candidate
Hope you are doing well

This is Swarup Senior hr. Associate. We are hiring the candidates for the position of CCM/ACCM for one of our 4 wheeler Organization.

Experience- Minimum 1 years from Automobile 4 wheeler
Salary- 25,000
Job Location- Budge Budge

Automobile CCM (Customer Care Manager)
Job Role and Responsibilities - 4-Wheeler Organization (Budge Budge Location)

Position Title: Customer Care Manager (CCM)
Location: Budge Budge, West Bengal
Industry: Automobile - 4-Wheeler (Car Dealership/Service Center)

Job Overview:

The Customer Care Manager (CCM) in an automobile 4-wheeler organization is primarily responsible for overseeing customer service operations, enhancing customer experience, and ensuring high levels of satisfaction at every customer touchpoint. This includes managing customer inquiries, service operations, post-sale support, and overall relationship management. The CCM plays a key role in bridging customer expectations with organizational objectives to maintain customer loyalty, retention, and brand reputation.

Key Responsibilities:

• Customer Service Management:
• Oversee the day-to-day operations of the customer care team to ensure consistent and efficient handling of customer queries, concerns, and feedback.
• Ensure that all customer service activities align with company policies and industry standards, including sales support, service quality, and warranty claims.
• Act as the first point of contact for escalated customer issues and ensure their resolution in a timely and satisfactory manner.
• Customer Relationship Management:
• Build and maintain strong, long-term relationships with customers, ensuring they feel valued throughout their interaction with the brand.
• Monitor customer feedback, conduct surveys, and implement improvements based on customer insights.
• Coordinate with the sales and service departments to ensure a seamless customer experience from purchase to after-sales support.
• Service Operations & Coordination:
• Ensure smooth communication and coordination between the service team, workshop, parts department, and sales team to resolve customer complaints and service requirements.
• Help manage service schedules, vehicle repairs, and maintenance requests, ensuring prompt and high-quality service delivery.
• Monitor service processes and ensure that all repairs are completed within the promised timeframes and to customer satisfaction.
• Handling Complaints & Conflict Resolution:
• Resolve customer complaints, service failures, or delays by effectively managing conflicts and offering suitable resolutions, while maintaining customer goodwill.
• Develop strategies to minimize customer complaints and improve service quality through proactive measures.
• Customer Education & Feedback Management:
• Educate customers about available products, services, maintenance schedules, and warranty terms to enhance their understanding of vehicle care.
• Analyze customer feedback and performance metrics to identify areas for improvement in customer care and suggest enhancements to senior management.
• Team Leadership and Development:
• Lead, mentor, and train the customer service team to ensure they have the necessary skills and knowledge to deliver exceptional service.
• Set clear performance goals and ensure that team members are motivated and accountable for their individual and team performance.
• Sales Support:
• Support the sales team in assisting prospective customers with queries regarding vehicle specifications, financing options, and product offerings.
• Collaborate with the sales department to cross-sell services such as extended warranties, service packages, and accessories.
• Reporting & Documentation:
• Maintain accurate records of customer interactions, service requests, complaints, and resolutions for future reference and reporting.
• Generate and analyze customer service reports to track performance, identify trends, and recommend corrective actions.
• Brand Advocacy:
• Represent the organization as a brand ambassador, ensuring customers have a positive experience with the company, whether through in-person interactions, phone, or online communications.
• Actively engage in initiatives to promote customer satisfaction and brand loyalty.
• Compliance and Best Practices:
• Ensure adherence to all company policies, industry regulations, and legal requirements related to customer care, including data protection and warranty claims.
• Implement best practices in customer service operations and maintain up-to-date knowledge of industry standards.

Skills and Qualifications:

• Experience:
• 3-5 years of experience in customer service management, preferably in the automobile industry (car dealership or service center), with a proven track record of handling customer complaints, managing teams, and improving customer satisfaction.
• Key Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask and manage high-pressure situations.
• Knowledge of automobile products, services, and technical terms.
• Proficient in CRM software and other customer service tools.
• Strong leadership and team management abilities.
• Personal Attributes:
• Customer-centric mindset with a passion for delivering exceptional service.
• Strong attention to detail and organizational skills.
• Empathetic, patient, and a good listener.
• Ability to work collaboratively across departments. Working Conditions:
• Full-time position based at the Budge Budge location.
• Working hours may vary based on customer requirements, including weekends or extended hours for service-related issues.

Occasional fieldwork may be required to handle customer complaints or check on service operations.

Interested Candidates please send me your update CV to my official Email ID or Official WhatsApp Number

swarupgenix@gmail.com
8697159284

Job Types: Full-time, Permanent

Pay: ?26,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Experience:

• total work: 1 year (Required)

Work Location: In person