Senior Manager - Customer Care

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