Assistant Manager Customer Care

3 hours ago


Jaipur, Rajasthan, India Mahindra & Mahindra Limited Full time ₹ 5,00,000 - ₹ 12,00,000 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 Bay Productivity, Bodyshop quality & efficiency, allied business
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    

Preferred Industries
Automobile Automotive Industry Education Qualification

Graduate/ Post Graduate in Mechanical/ Automobile/ Mechatronics Engg

General Experience

Core Automotive customer care experience of 3-8 years




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