**Customer Care Manager – Service**
**Location:** Raipur
**Role Overview**
The Customer Care Manager – Service is responsible for delivering an exceptional customer experience across all after-sales touchpoints. This role ensures that every customer interaction reflects the premium standards of BMW Group, driving customer satisfaction, loyalty, and retention.
**Key ResponsibilitiesCustomer Experience & Satisfaction**
- Ensure a seamless, premium, and personalized customer journey in the service department
- Monitor and improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS)
- Handle escalated customer concerns with professionalism and prompt resolution
- Ensure adherence to BMW service standards and processes
**CRM & Process Management**
- Manage CRM systems and ensure accurate customer data management
- Track customer feedback, follow-ups, and service reminders
- Implement customer retention and loyalty programs
- Ensure timely closure of customer complaints and queries
**Team Leadership**
- Lead and train Customer Care Executives (CCE/CRE)
- Conduct regular performance reviews and coaching sessions
- Drive a customer-first culture within the service team
**Coordination & Operations**
- Work closely with Service Advisors, Workshop, and Parts teams
- Ensure smooth communication between departments
- Monitor appointment scheduling, vehicle delivery timelines, and follow-ups
**Quality & Compliance**
- Ensure adherence to BMW audit standards and dealership SOPs
- Maintain documentation and reporting as per company guidelines
- Prepare reports on customer feedback, complaints, and service quality
**Key Performance Indicators (KPIs)**
- Customer Satisfaction (CSI Score)
- Net Promoter Score (NPS)
- Customer Retention Rate
- Complaint Resolution TAT
- CRM Data Accuracy
**Eligibility CriteriaEducation**
- Graduate/Postgraduate in Business Administration, Marketing, or related field
**Experience**
- 4–8 years of experience in Customer Care / CRM / After-Sales
- Experience in automotive or luxury retail preferred
**Skills & Competencies**
- Strong communication and interpersonal skills
- Customer-centric mindset with problem-solving ability
- Leadership and team management skills
- Proficiency in CRM tools and MS Office
- High attention to detail and process orientation
**Why Join Us**
- Work with a globally recognized premium brand – BMW
- Opportunity to grow in a high-performance, customer-focused environment
- Competitive salary + incentives + career development
**How to Apply**
Send your CV to: **[email protected]**
Job Types: Full-time, Permanent
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person