Senior Manager - Customer Service

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

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

Complaints Team:
Tracking Complaint status for TAT & Quality Closures
Coordinate for issues on complaint assigning & reopen
Review and updating critical customer complaint
Service Process & Service Marketing
Track Sale of service marketing products
Coordinate AMC EW Claims Approvals
Follow up for Claim Settlement to Channel Partners
Adarsh audit & COB audit reporting
Spare Parts
Support for parts requirement on urgent basis.
Tracking Spares & BTST consumption & Ordering
STS
Customer feedback on product performance and support for field on customer complaints. Revisit monitoring, Warranty support, updation campaign progress reporting
ATC
Training requirement and nominations for assessment & Certification.
Legal
Communications on legal cases details & follow up.

• Education - BE in Mech / Elec / Automobile
  Relevant Experience : 4-12 Years

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