Area Customer Care Manager

2 months ago

Bhubaneswar, India Mahindra Rise Full time

Company:

Mahindra & Mahindra Ltd 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/, escalations, customer engagement programs etc. - Speed & quality of concern closure (Escalated concerns/ PSFs) Workshop Processes & Management 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 Education QualificationGraduate/ Postgraduate in Mechanical/ Automobile/ Mechatronics EngineeringGeneral ExperienceCore Automotive customer care experience of 3-8 yearsCritical ExperienceIdentifying Customer Needs, Territory Coverage Optimization, Customer Care & Service Management, Warranty Management (Service Quality), Dealer Manpower Management & Development, Designing Customer Experience, Product Knowledge & Application, Customer Focus, Dealer Relationship Management, Manpower Planning, Service Planning (Design & Implementation)System Generated Core SkillsCustomer SensitivityService OrientationService ManagementSystem Generated Secondary SkillsConsumer FocusDealer Relationship ManagementService Planning

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