Customer Care Manager – Automotive; UAEN National

Customer Care Manager – Automotive (UAEN National) Job Purpose

The Customer Care Manager is responsible for ensuring a seamless and exceptional experience for customers (Governments and Private sector) by managing customer care operations, addressing customer concerns, and driving customer satisfaction. This role will focus on delivering high-quality service, resolving issues effectively, and building long-term customer loyalty.

• Build and maintain strong relationships with government officials and private sector clients to strengthen the company’s position and foster trust.
• Serve as the primary point of contact for key customers, ensuring prompt and effective resolution of all aftersales matters.
• Coordinate and manage demo vehicles and test drives to ensure exceptional customer experience.
• Conduct vehicle demonstrations tailored to customer needs and provide technical information as required.
• Work with sales teams to address customer queries and concerns during the decision-making process.
• Oversee the delivery process, ensuring a smooth transition for customers from purchase to vehicle handover.
• Monitor customer satisfaction levels post-delivery and implement corrective actions if needed.
• Act as a primary point of contact for escalated customer issues and ensure swift resolution regarding aftersales services, including maintenance, warranty claims, and technical support.
• Oversee the entire after-sales customer care process to ensure timely and effective resolution of customer inquiries and complaints.

Qualifications:

• Technical background with driver license for commercial vehicles is a must

Experience:

• Minimum of 7-10 years of experience in customer care or after-sales roles within the CV industry.

Knowledge &

Skills:

• Knowledge of automotive sales and after-sales processes and technical service standards.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Customer-focused mindset with a passion for delivering exceptional service.

Written and verbal communication in English and Arabic (other regionally spoken languages would be an added advantage)