General Manager Customer Care Manager Service

Job Summary: Representing the company and developing permanent business relations and networks. Dealing with the market in the assigned sales and service area whilst maintaining the strategic guidelines issued by the sales and service organization. Managing employees and controlling business processes in own area of responsibility. Ensuring that service, quality, customer satisfaction and a high level of

experience

are maintained to develop a customer-oriented, profitable and high turnover business in new and used vehicles, accessories, services and further products and services. Revenue generation: Ensure all inbound calls are attended - 100% pick up in less than 30 seconds Ensure all outbound calls / functions are completed within stipulated time Service appointments target 100% calling Database cleaning to support retention achievement, campaign and service measure completion - Target 90% data with 100% quality Service measure letters are sent to Customers and eDealer is updated - Target – 100% Ensure 100% achievement of appointment targets Sales of Service Products: Support towards sale of Service Products Promotion of campaign and retention measures: Calling for Insurance renewals, Service Products etc. Customer handling: 100% responsible for resolving Customer cases (internal and escalated) within the stipulated time (explanation, letters/mails, meetings etc.) Understand cause of Customer complaints and clarifications sought by Customer, precisely Acquire technical know-how required for responding to Customers, from workshop technicians/MBIL TE’s. Personally, provide technical clarification to Customers, verbally and in writing. (Technical clarification is no longer the responsibility of Technical team, Service HOD, MBIL etc.) Courtesy car management: Availability, deployment, reporting CRM 50/50 goodwill: Formation, usage and monitoring of kitty SFU: Ensure 100% achievement, internal complaint generation (as required), gap analysis, counter measure actions CSI: - CustomerFirst initiatives in coordination with MBIL CSI team - Responsible for analysing the CSI scores on monthly basis. - Identify low score areas and initiate improvements in conjunction with Head After-Sales - Coordinate with MBIL CSI team for countermeasure actions with clear

responsibilities

and deadlines Team handling: - Support PRM’s and PRE’s and work out plan for their development - Determine number of PRM’s and PRE’s required per location based on workshop thru-put from time to time - Inculcate a spirit of customer centricity within the organization

Requirements

Basics: BE/MBA or any equivalent degree

Experience

(type of): 10-12 year

experience

in Automobile and /or Hospitality Specialized

Skills:

High positive attitude, Excellent communication skills, Team work approach, Sensitive towards processes and their refinements, Innovative, High customer centric approach, Ability to inspire people, talent to train and coach people

Benefits

• Statutory benefit 2. Accidental policy 3. Incentive 4. Company asset

for responding to Customers, from workshop technicians/MBIL TE’s. Personally, provide technical clarification to Customers, verbally and in writing. (Technical clarification is no longer the responsibility of Technical team, Service HOD, MBIL etc.) Courtesy car management: Availability, deployment, reporting CRM 50/50 goodwill: Formation, usage and monitoring of kitty SFU: Ensure 100% achievement, internal complaint generation (as required), gap analysis, counter measure actions CSI: - CustomerFirst initiatives in coordination with MBIL CSI team - Responsible for analysing the CSI scores on monthly basis. - Identify low score areas and initiate improvements in conjunction with Head After-Sales - Coordinate with MBIL CSI team for countermeasure actions with clear

responsibilities

and deadlines Team handling: - Support PRM’s and PRE’s and work out plan for their development - Determine number of PRM’s and PRE’s required per location based on workshop thru-put from time to time - Inculcate a spirit of customer centricity within the organization

Requirements

Basics: BE/MBA or any equivalent degree

Experience

(type of): 10-12 year

experience

in Automobile and /or Hospitality Specialized

Skills:

High positive attitude, Excellent communication skills, Team work approach, Sensitive towards processes and their refinements, Innovative, High customer centric approach, Ability to inspire people, talent to train and coach people

Benefits

• Statutory benefit 2. Accidental policy 3. Incentive 4. Company asset