Senior Manager - Customer Service

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 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