Deputy Customer Care Manager

3 days ago

Bhubaneswar Odisha, India MAHINDRA & MAHINDRA Full time

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 1000 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 above System Generated Core Skills Customer Sensitivity Service Orientation Service Management System Generated Secondary Skills Consumer Focus Dealer Relationship Management Service Planning

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