Company:PeopleStrong HR Services Pvt. Ltd. hiring for Auto OEM
Location:Bhopal, Chandigarh, Jaipur, Hyderabad / Secunderabad, Kozhikode / Calicut
Experience : 6 - 10 yrs
Key Skills : service manager warranty customer customer satisfaction customer support
Job Description
Job Profile / Specific desirable experiences/Preferred knowledge areas:
Job Purpose:
The Area Manager Customer Care will be responsible for ensuring the standard systems and processes in place across the designated area/ state to enhance the quality of the customer service and to provide the most delightful experience to the customer.
Job Responsibilities:
Customer Satisfaction Management and Measurement (CSMM)
1. Ensure zonal workshop infrastructure to be in compliance with CI norms for providing a delightful experience to the customer.
2. Ensure Customer Satisfaction from Service perspective
Performance Measure:
Infrastructure Improvement (Qualitative Assessment)
Customer Complaint Redressal System
1. Ensure the adherence to the company standards of response time and lead time across the state.
2. Analyze the customer complaints and ensure corrective and preventive measure taken for the quick redressal of the customer complaints.
3. Ensure support system to the field team across the state for the resolution of any critical customer complaint.
Performance Measure:
1. Response Time
2. Resolution Time
Product feedback and implementation of field fix
1. Institutionalize the effective feedback channel for ensuring uniformity across all the states in getting timely and qualitative feedback.
2. Ensure effective implementation of field fixes and SOP for timely resolution of complaints.
Spare Parts Management
1. Ensure the regular orders and funds from dealers for adequate parts availability at dealership level.
2. Maintain the adequate inventory level of spare parts at channel partners to reduce the VOR.
Performance Measure:
1. Business Revenue
2. Timely orders & Funds availability
3. Inventory Level
4. Reduced VORs
Network Expansion and development
1. Ensure the mapping of the competitors network/ unrepresented area to seek the future opportunities in network expansion.
2. Appoint and activate new dealers and Authorized Service Centers as per plan.
|