Deputy Customer Care Manager

2 days ago

Guwahati, India Mahindra Rise Full time

Company: Mahindra & Mahindra Ltd Responsibilities & Key Deliverables Dealer Manpower availability, training plan for dealership, %age trained, %age certified Adherance to M&M CI norms Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs) Workshop Processes & Mgmt Systems - Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech c Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training Dealership Satisfaction Score Education Qualification Bachelor of Engineering; General Experience 5 years and aboveSystem Generated Core Skills Customer SensitivityService OrientationService ManagementSystem Generated Secondary Skills Consumer FocusDealer Relationship ManagementService Planning

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