Senior Manager - Customer Care / Customer Service

Job description

Purpose of the Role

The role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvement

Job Responsibility

Job Responsibility
1. Customer Satisfaction
Deploy & Monitor Service Process & Customer Satisfaction
Audit and implement action plan for process improvement.

2. Complaints Management
Actions to reduce complaint generation & deploy internal review mechanism
Monitor Escalations & handle resolutions for Satisfactory closure
Monitor & internally escalate for support for timely complaints closure
3. Workshop Productivity
Monitor & review productivity status for improvement.
Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners
Co-ordinate with RPM for Parts Support
Review & analyse Revisits of customers
4. Service Marketing & Customer Retention
Train & Promote sale of Customer Retention products
Suggest Customer Reach & inflow enhancement strategies to Channel Partners
Workshop COB Coordination & activation
5. Technical Coordination
Coordinate with RTSM for Tech Support requirements
Coordinate for JIR(Joint Investigation Report) & technical feedback to plant
Ensure speedy completion of Updation campaigns
Identify training gaps, nominate CP manpower for courses and monitor certification status

Desired Candidate Profile

• Education - BE Full Time
  Relevant Experience : 4-12 Years

Skills & Competencies

• Skills
  Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management