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Deputy Customer Care Manager

2 weeks ago

Guwahati, Assam, India Mahindra & Mahindra Limited Full time ₹ 12,00,000 - ₹ 36,00,000 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; 

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