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Deputy Area Customer Care Manager

2 weeks ago


Kolkata, West Bengal, India Mahindra & Mahindra Ltd Full time ₹ 4,00,000 - ₹ 8,00,000 per year

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 (Auto/Mechanical)

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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