Customer Care Manager - JLR – Modi Motors
(2025-04)
Customer Care Manager - Morris Garages – BU Bhandari Motors
(2021-09 - 2025-04)
- Discuss with respective HODs' develop an action plan for SSI improvement at the dealership - Monthly
- Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)
- Capture customer feedback post-delivery through feedback form and analyze the customer feedback
- Develop countermeasure to eliminate negative feedback from customers in future
- Handle the Mystery shopping results for future improvements
- Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction
- Look after the purchase of Delivery materials & check the Vendor bills on monthly basis
- Ensure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process
- CRM activities planning for in terms of Budget (Delivery, Customer meets), activities and resources. Monthly and quarterly planning of CRM activities in consensus HOD's
- Check for Google & Facebook Reviews & make the report
- Co-ordination with Service Team for New Vehicle _ Concern (PDI)
- Delivery Process & Documentation
- Implement Complaint Management process as defined by Company
- Capture, record and monitor customer complaints on regular basis
- Conduct root cause analysis of all the complaints & Implement action plan to minimise complaints
- Act as one-point contact with the customers for all customer complaints
- Visit & Handle dis-satisfied customers who has raised complaints
- Coordinate with sales and after sales department HOD's, Dealer principle for closure of all the sales complaints
Customer Care Manager - Shivam - Hyundai
(2017-07 - 2021-08)
Sr. Customer Care Executive - Jaguar Land Rover – Ace Perkinsa
(2012-01 - 2015-12)
Sr. Customer Care Executive - Mercedes Benz – BU Bhandari Auto Pvt Ltd
(2009-05 - 2011-12)
