Deputy Area Customer Care Manager
3 days ago
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 Experience5 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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