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Educational Qualifications: Graduate of Bachelors Degree preferably in Engineering but open to any graduate of a Bachelors Degree with extensive customer service management experience in automotive, consumer durable or tyre industries.
Position Description: This position has overall responsibility for developing Indian Customer Service strategy and ensuring its proper and consistent execution. The scope of responsibilities covers both the domestic business and the third-party export business.
Lead Customer Service function of Client India. This will be achieved by benchmarking practices with leading consumer durable / auto companies and using technology tools like mobile apps to ensure seamless resolution of Issues and optimize customer satisfaction. Enhance team performance and productivity by strategic management of resources and process improvements.
Customer Service operations: Leading the delivery of customer service to Client customers across regions through the Regional Customer Service team.
Technical Adjustment for all products and adherence to AOP.
Ensure Focus test are done as per requirement of Q Tech / Marketing
Improvements for minimizing adjustment losses & complaints exhibiting continuous improvements.
Devise strategy around technical training on tyre inspections.
Call Centre Management:
Registration, allocation & tracking system for customers / Dealers / OE’s.
Create capability to converse in regional languages.
Leverage call-centre for market insight through periodic dealer surveys etc.
Dealer Satisfaction Achievement:
Drive overall customer satisfaction metrics as measured by annual third-party survey.
Develop and implement clear set of KPIs that take Client to the path of being the unquestioned leader in aftersales service for both PBUs.
To achieve > 80% Dealer Satisfaction ratio through relevant and effective measures.
Complaint Resolution Management:
|Experience||15 - 18 Years|
|Salary||50 Lac To 1 Crore P.A.|
|Industry||Engineering / Engineering Design / R&D / Quality|
|Qualification||B.Tech/B.E, M.B.A/PGDM, M.Tech|
|Key Skills||Automobile Service Manager National Service Manager Complaint Resolution Management Technical Support After Sales Service Dealer Satisfaction Achievement Call Centre Management Field Engineering Customer Service Operations|
|Contact Person||Lion Sahoo|
|Address||VGP Shanti Colony|