Job Summary: The Customer Experience Manager for Car Service is responsible for overseeing and enhancing the overall customer experience at an automotive service centre. This includes managing customer interactions, ensuring high levels of satisfaction, and addressing customer needs and concerns. The role requires a strong focus on customer service, team leadership, and operational efficiency to ensure that the service centre delivers exceptional service quality and fosters long-term customer loyalty.
Key Responsibilities:
Customer Interaction Management:
Serve as the primary point of contact for customers, ensuring timely and effective communication throughout the service process.
Address customer inquiries, complaints, and service-related issues promptly and professionally.
Manage and resolve any conflicts or customer complaints, ensuring that issues are handled to the customers satisfaction.
Customer Satisfaction & Feedback:
Monitor customer satisfaction through surveys, reviews, and direct feedback to identify areas for improvement.
Analyze customer feedback and implement strategies to improve the customer service experience.
Implement initiatives to enhance customer retention and loyalty, including follow-up calls and post-service communication.
Team Leadership and Training:
Lead and manage the customer service team, ensuring they provide excellent service and meet performance targets.
Train staff on customer service best practices, handling difficult situations, and improving communication with clients.
Conduct regular team meetings to discuss customer feedback, performance goals, and new initiatives.
Service Process Improvement:
Work closely with service technicians and other departments to streamline service processes, reduce wait times, and improve service efficiency.
Monitor the flow of vehicles through the service center and identify opportunities for improvement in scheduling, service delivery, and customer interactions.
Experience
1 - 4 Years
No. of Openings
4
Education
B.E
Role
Customer Experience Manager
Industry Type
Call Centre / BPO / KPO / ITES / LPO
Gender
Male
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office
Face interview location
26A, Dindigul Main Road, Pirattiyur (West), Near Dheeran Nagar, Trichy - 620009.
1 - 4 Years
4 Openings
1.5 - 2.3 Lac/Yr
Face-to-Face interview
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