Ibu - L3 - Customer Care & Nps

2 days ago

Akurdi Pune Maharashtra, India Bajaj Auto Full time

**Experience**: 3 - 8 Years

**Location**: AkurdiMaharashtra

**Nature of Job**: After-Sales

**Job role**: Product & Field Support

**1. JOB PURPOSE**
The customer care and legal manager is expected to work on customer experience with the help of key initiatives like input on the customer compliants, customer feedback through NPS.
Coordination for all the legal issues wrt consumer cases
Coordination for DSS process in terms of audit plan vs actual, and monitoring of non-diamond dealers
Field coordination for enhancement of secondary channel performance (developing aids such as mobile app and better CDMS interface)**2. INTERACTION WITH STAKEHOLDERS**

**Internal**

**External**

**Direct**
- Service Training team
- Service team
- Legal team
- IT team
- Finance team
- Audit team
- Call centres
- Vendors (digital)

**Indirect**
- Marketing team
- Excellon team

**3. KEY COMPETENCIES**

**Technical/ Functional**
- Understanding of Service Process at Dealership
- Should be fluent with the Consumer Protection Act
- Should know the scope of audit
- Understanding of MS Office, Macros
- System knowledge: -CDMS,Qlik view and SAP
- Business acumen
- 7QC tools training
- Benchmarking of competiton on current customer interface activities

**Behavioural**
- Continuously raise the bar
- Ensure results with speed
- Meet customer expectations

**4. KEY RESPONSIBILITIES**
- Audit:
'- Monitoring DSS audit for plan vs actual and highlighting key gaps
- Audit sheet criteria revision due to change in channel approach
- Revision in audit sheet criteria for secondary channel approch

Cutomer interface:
'- NPS project pilot and scale-up coordination
- Analysis of customer complaint trends and monitoring its closure TAT
- Secondary channel coordination with field team for higher performance
- Creation of key aids - mobile app, CDMS enhancement for ease of monitoring
- Coordination with call centre for higher outcome and quality of MIS

Legal:
'- Coordination with legal team, RO and IT for updation of consumer cases on a regular basis
- Coordination with legal team for help in appointing advocates to represent BAL
- Coordination with finance for any customer compensation matters

Projects:
'- Liaise with IT team for mobile app, Power BI dashboard creation

The above list is not exhaustive and could evolve with changing needs & priorities of the company

**5. KEY RESULT AREAS**
- Customer complaint management
- DSS audit process
- Consumer forum and Legal Notice process
- Projects undertaken for the quarter/ BU

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