Job Description

Customer Service Manager, Aftersales

Location: Kingston, Jamaica (multi site support as required)
Reports to: Aftersales Director or General Manager, Aftersales
Direct reports: Customer Care Representatives, Service Reception, Appointment and Follow Up Team, Complaints and Escalations Coordinator (titles may vary)

Role Purpose

The Customer Service Manager is responsible for owning the end to end aftersales customer experience and ensuring every service customer feels cared for, informed, and confident in the dealership. This role drives retention and revenue by improving customer satisfaction, repeat visits, complaint resolution, service quality feedback loops, and consistent customer communication before, during, and after service.

Key Responsibilities

Customer experience leadership

• Lead and coach the aftersales customer care team to deliver a consistent, premium service experience.
• Set service standards for greetings, updates, turnaround time communication, and post service follow up.
• Build a customer first culture across Service, Parts, and Sales by partnering closely with department leaders.

Customer retention and loyalty

• Drive service retention programs including reminders, proactive outreach, and win back campaigns.
• Ensure high conversion on service follow ups, recommendations, and maintenance scheduling.
• Track returning customer rates and take action to reduce churn.

Complaints management and service recovery

• Own escalations, investigate issues, and deliver fair and timely resolution in line with policy.
• Implement service recovery protocols that turn unhappy customers into loyal customers.
• Maintain a clear log of complaints, root causes, and corrective actions.

Aftersales communications and workflow

• Ensure customers receive timely updates on vehicle status, approvals, parts delays, and expected completion times.
• Coordinate appointment scheduling efficiency with the Service Manager and Workshop Controller.
• Oversee customer touchpoints: booking, check in, updates, collection, and post service call.

Voice of the customer and continuous improvement

• Manage customer feedback tools such as CSI, NPS, surveys, review monitoring, and call quality.
• Run weekly customer experience reporting and monthly improvement reviews with Aftersales leadership.
• Translate feedback into training, process changes, and policy updates.

Systems and reporting

• Maintain accurate CRM and service customer records, follow ups, and contact permissions.
• Produce dashboards and reports for management covering satisfaction, complaints, follow up completion, and retention.
• Ensure compliance with data privacy standards and internal controls for customer records.

KPIs and Success Measures

• CSI or NPS score and trend
• Complaint resolution time and repeat complaint rate
• Service retention rate and win back conversion
• Follow up completion rate within 24 to 48 hours of service
• Review scores and service recovery outcomes
• Appointment show rate and booking pipeline health
• Call quality and response time standards

Required Qualifications and Experience

• Degree or diploma in Business, Customer Experience, Management, or related field.
• 5 to 8 years in customer service leadership, ideally in automotive aftersales, service operations, or a high volume service environment.
• Strong complaint handling and service recovery experience.
• Proficiency with CRM systems and reporting, plus strong Excel skills.
• Demonstrated ability to coach teams, manage performance, and drive measurable improvements.

Core Competencies

• Customer obsession with high standards
• Calm, confident, solutions focused leadership
• Strong communication and conflict resolution
• Data driven decision making
• Operational discipline and follow through
• Integrity, fairness, and professionalism

Working Conditions

• Primarily office and showroom based with regular presence in service reception and workshop interface.
• Saturdays and extended hours may apply based on customer demand and service peak periods.