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Fleet Manager Customer Care

4 months ago

Mumbai, India Mahindra Rise Full time

Company:

Mahindra & Mahindra Ltd Responsibilities & Key DeliverablesTo drive/evolve customer care processes for enriching customers service experience and be among the top 3 Manufacturers in customer centricity. To make M and M among the top 3 in Customer Satisfaction Surveys in India, the process coordinator has to work in tandem with the Area Offices and Dealers for implementing customer care processes. He has to demonstrate the high level of customer sensitivity and encourage dealers and improve their capabilities for putting their best efforts in providing enriched experience to our customers and closely monitoring the progress. The process team coordinator also has to monitor the feedback of customer thro' external calling and ensure corrective actions are taken by respective dealers, area offices.Define new processes and procedures for customer satisfaction in servicesContribution to Customer handling process to enhance customer satisfactionRoot cause analysis for CSat improvement with dealers and AOCoordination between agency and dealers for introduction of Customer Satisfaction measurement and rollout of initiatives in dealershipExperience3 to 5 yrs.Industry PreferredQualificationsB.E (Automobile/Mechanical)General Requirements