Qcm (Car Service)

As a Quality Care Manager at Maruti Suzuki Arena in the Service Department, you will be responsible for ensuring the highest standards of customer satisfaction by managing and resolving customer complaints, providing training to telecallers, and addressing various customer-related issues such as problems with service, payments, and more.

**Roles & Responsibilities**:
**1. Customer Complaint Management**:

- Handle and resolve customer complaints effectively and efficiently.
- Investigate the root cause of complaints and implement corrective measures to prevent recurrence.
- Ensure timely and satisfactory resolution of all customer issues.

**2. Training and Development**:

- Conduct training sessions for telecallers to enhance their communication skills, product knowledge, and customer service abilities.
- Provide ongoing coaching and support to telecallers to improve their performance in addressing customer queries and concerns.

**3. Customer Relationship Management**:

- Build and maintain strong relationships with customers by ensuring their needs are met and their concerns are addressed promptly.
- Proactively engage with customers to gather feedback and suggestions for service improvement.

**4. Payment Issue Resolution**:

- Address payment-related issues raised by customers and ensure timely resolution.
- Coordinate with the finance department to reconcile payment discrepancies and ensure accurate billing.

**5. Quality Assurance**:

- Monitor service quality and adherence to company standards in customer interactions and complaint resolution processes.
- Implement quality control measures to continuously improve service delivery and customer satisfaction.

**6. Data Analysis and Reporting**:

- Analyze customer complaint data to identify trends, common issues, and areas for improvement.
- Prepare regular reports on customer complaints, resolutions, and customer satisfaction metrics for management review.

**Essential Skills**:

- Bachelor's degree in Business Administration, Management, or a related field.
- Previous experience in a customer service or quality management role, preferably in the automotive industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work well under pressure and handle multiple tasks simultaneously.

Pay: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Provident Fund

Schedule:

- Day shift
- Weekend availability

Supplemental pay types:

- Performance bonus
- Quarterly bonus

Work Location: In person