Customer Service Manager (CSM)

Manage customer relationships from enquiry to vehicle delivery and post-delivery follow-up.

Ensure timely follow-up with customers regarding enquiries, test drives, bookings, and deliveries.

Conduct post-delivery customer satisfaction calls and collect feedback.

Handle customer complaints and ensure timely resolution.

Coordinate with Sales Managers, Team Leaders, Sales Consultants, Finance, Insurance, and Delivery teams to resolve customer issues.

Monitor customer satisfaction scores (CSI) and dealership customer experience performance.

Ensure adherence to Tata Motors sales processes and customer-handling standards.

Verify that customer commitments regarding pricing, offers, finance, insurance, and delivery timelines are fulfilled.

Maintain customer feedback records, complaint registers, and follow-up reports.

Prepare daily, weekly, and monthly customer care MIS reports.

Identify customer service gaps and implement corrective actions.

Train and guide sales staff on customer communication and complaint handling.

Support customer retention, repeat business, and referral generation.

Coordinate customer engagement activities and relationship-building initiatives.

Escalate critical and unresolved customer complaints to senior management.

Maintain customer data confidentiality and ensure accurate CRM updates.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person