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

• Education - BE / Btech full time
  Relevant Experience : 4-12 Years

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