Manager - Complaint Management (L5)

1 month ago

Pune, India Tata Motors Full time

Position Summary with Job Responsibilities

 
Position Description Format
Position Name Manger-Customer Complaints management Position level Level 5
DEM position name Head- Customer Complaints and call centre management DEM position level Level 4
FEM position name Head- Customer Complaints and call centre management EV FEM position level Level 4
Job Summary
Monitoring and review of complaints on a daily basis working towards reduction of overall complaints, closure of complaints within TAT and co-ordination with field team to ensure process adherence and support in case of any issues. Develop and share relevant MIS with different stakeholders on daily, weekly and monthly basis.
Personal Profile (Please review)
Education B. E/Graduate
Skills 1) Well versed with Complaint Management Process & Systems
2) Experience in Customer Complaints Handling 
3) Knowledge of CRM DMS System & Analytics
4) Technical knowledge of Automobiles
5) Service Process Knowledge
Relevant Experience :
8-10 years of total work experience (automobile & customer care)

Job responsibilities
- Daily review open complaints & ensure faster resolution – Closely follow-up with dealer/RO/Zonal level to resolve complaints within TAT
- Focus & drive for maximum complaint closures with satisfaction notes
- Check duplicate complaints, Queries, Service Requests etc & take up with CE team to streamline
- Handle TMPC queries from zone by cross checking the facts
- Assist RO teams in drafting replies to customer mails
- Guide & handhold RO teams for proper documented closure of customer complaints 
- Analyse Training Need Identification for field team/call center related to complaints
- Create modules & deliver training call center/field team on existing & new processes
- Audits – To perform dip stick checks & improve quality of CX parameters

Dimensions of the position
(List significant quantities on which the position has a direct impact)
1. Appropriate operational, financial, staffing, geography data
2. Relevant to the job
3. Other relevant organisation / departmental data
4. Team size

Education

Work Experience

Tata Motors Leadership Competencies

Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectationsDeveloping Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excelDriving Execution - Translating strategy into action and executionLeading by Example - Encouraging and following ethical standardsLeading Change - Recognizing the need for change, initiating and adapting to changeMotivating Self and Others - Inspiring teams and individuals

Functional Competencies

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