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