Senior Manager - Customer Care, PV
Tata Motors
Date: 2 weeks ago
City: Chandīgarh, Chandigarh
Contract type: Full time
Purpose of the Role
The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.
Job Responsibility
Contribution to planning: Prepare and recommend action plans on vehicle retention and inflow growth Audit, analyse and implement action plan on process improvement. Design & Plan SLAs between channel partners and fleet customers
Key actions and decisions (Long term and Short term: Inflow increase and Channel Partner satisfaction Monitor status of pending claims of CP and seek approvals as required on payment release Implement/ monitor and increase body shop conversions, productivity and new initiations Execute and monitor of customer connect initiatives with CP Service Process & Marketing Oversight Monitor, analyse and act on improvement of service parameters. Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive Service Support Activities Management ( Technical Service Support, Spares & Training) Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution Coordinate with RPM for parts availability and monitor VOR% at Channel Partners Check and authorize part failure claims. Service Activity - Corporate & Fleet customers Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team
Nature of problems faced/ Scope of improvement opportunities: Resolve all customer complaints in co-ordination with CP. Escalate product concerns through DIR/CCIR. and communicate back to CP Identify training gaps, nominate CP manpower for all courses and monitor certification status
Stakeholder Profiles & Nature of Interactions
Internal
Service Process Auditing service process progress Review and updating critical customer complaint
Service Marketing Track service marketing figures
Productivity Updating report on workshop productivity
Body shop Updating body shop progress
Spare Parts Support for parts requirement on urgent basis.
SE&TS Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit
ATC Training requirement and conducting and on assessment/ Certification support.
Customer Experience Customer Complaints update/ execution process and CUP 52 parameters and deployment
Legal Communications on legal cases details & follow up.
External
Customer Service Experience & product performance feedback from customers and responses from us.
Vendors Support in field and specific cases
Dealers Performance progress and concern areas
Suppliers supplies / support in field for camps and schemes & support
Corporate and Fleet Customers Regular connection with the customers to ensure customized service solutions.
Desired Candidate Profile
The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.
Job Responsibility
Contribution to planning: Prepare and recommend action plans on vehicle retention and inflow growth Audit, analyse and implement action plan on process improvement. Design & Plan SLAs between channel partners and fleet customers
Key actions and decisions (Long term and Short term: Inflow increase and Channel Partner satisfaction Monitor status of pending claims of CP and seek approvals as required on payment release Implement/ monitor and increase body shop conversions, productivity and new initiations Execute and monitor of customer connect initiatives with CP Service Process & Marketing Oversight Monitor, analyse and act on improvement of service parameters. Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive Service Support Activities Management ( Technical Service Support, Spares & Training) Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution Coordinate with RPM for parts availability and monitor VOR% at Channel Partners Check and authorize part failure claims. Service Activity - Corporate & Fleet customers Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team
Nature of problems faced/ Scope of improvement opportunities: Resolve all customer complaints in co-ordination with CP. Escalate product concerns through DIR/CCIR. and communicate back to CP Identify training gaps, nominate CP manpower for all courses and monitor certification status
Stakeholder Profiles & Nature of Interactions
Internal
Service Process Auditing service process progress Review and updating critical customer complaint
Service Marketing Track service marketing figures
Productivity Updating report on workshop productivity
Body shop Updating body shop progress
Spare Parts Support for parts requirement on urgent basis.
SE&TS Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit
ATC Training requirement and conducting and on assessment/ Certification support.
Customer Experience Customer Complaints update/ execution process and CUP 52 parameters and deployment
Legal Communications on legal cases details & follow up.
External
Customer Service Experience & product performance feedback from customers and responses from us.
Vendors Support in field and specific cases
Dealers Performance progress and concern areas
Suppliers supplies / support in field for camps and schemes & support
Corporate and Fleet Customers Regular connection with the customers to ensure customized service solutions.
Desired Candidate Profile
- Minimum education qualification BE /B.Tech
- Minimum experience requirement 5-6 year
- Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution
- Passion for customer - sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder
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