Customer Service Manager (CSM)

• Bachelor of Engineering or Diploma in Automobile Engineering / Mechanical Engineering
• Posses good people handling and leadership skills.
• Product and general Automobile Business knowledge.
• Proven customer relations skills both in person and over telephone.
• Good time management.
• Good Administrative skills.
• Proven ability to communicate and determine customers needs and to sell the dealership's parts, service capabilities based on features, advantages and benefits.
• Proven Selling Skills.
• Ensure that the Service Department contributes to customer satisfaction by providing optimal customer care.
• Increase customer market share.
• To monitor Service Fill rate on daily basis.
• To conduct regular surveys of competitors in the local market.
• To prepare and submit accurate KPI report by end of every month.
• Identify potential Service & Service Parts marketing opportunities.
• Support the Service Advisors during morning and afternoon rush
• To audit & review General Tools and Equipment maintenance register every month.
• To audit & review open and closed Repair Order on a daily basis.
• To monitor & audit ToyotaWarranty Claims on monthly basis.
• Ensure a safe working environment
• Maintain a clean and orderly Customer Service Department.
• To audit the results of Quality Control Inspections
• To monitor Field In-formation report sent to TKM
• Attend all new model-training courses and conduct in-house training for all technicians.
• To audit & ensure all required Special Service Tools are available and in good working order.
• Monitor & Ensure that all vehicles are fitted with adequate courtesy items (Floor Mats, Fender Covers & Seat Covers)
• Acknowledge good performance.
• Conduct regular Technician meetings
• To conduct regular internal meets between parts, service & sales.
• Monitor, record and identify the causes of vehicle carryovers
• Monitor, record the causes of Repeat Repairs
• Ensure the service shop operation meets the requirements of the local environmental authorities
• Maintain clear and open communication between service shop job-controller, Service Advisors and Parts Department.
• Monitoring product technical bulletins and repair manuals.
• Lead, control and motivate the Customer Service Staff.
• Conduct Analysis of Market Competitors, Market Conditions & Campaign Effectiveness.
• Train & advise Service Advisors possible sales and profit opportunities
• Ensure high quality service standards
• Meet dealerships sales goals (various).
• Establish Yearly Staff Training Targets

Job Types: Full-time, Permanent

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

Benefits

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person