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27 Mar 2023

13/03 Mitali Banerjea
Director at Xperia Executive Search LLP Posted in
BPO Jobs

13 Mar 2023; Job Code: 1232613; Location: Mumbai

Views:347 Applications:85 Rec. Actions:Recruiter Actions:54

Head - Customer Service - Auto (18-22 yrs)

Mumbai Job Code: 1232613

National Head - Service Operations

Preferred Qualification : BE + MBA

Industry : Durables / Auto industry / 2 & 3 wheelers/ EV

Reporting Structure : CEO

Positions reporting in : Zonal Service Heads and Operations Team .

Required profile :

Experience : 18 - 20 years in Customer Service

Education : B. Tech + Post Graduation Degree in Operations Management (Preferred)

Key Responsibilities :

1. Delivering Service Quality, NPS Score and TAT

2. Monitoring ZSHs in maintaining the set SLAs

3. MS-D365 will be the primary source of information to extract & work upon.

4. Evolve new systems and procedures to maximize productivity and deliver quality and timely service effectively through consumer-focused service activities.

5. Bring about customer satisfaction and become a solution rather than a service provider.

- Network Management

- BP Management & Compliance

- Competitive Analysis

- Escalation Management

- Roll out and Adaptation of D 365

Analysis :

- Need to hold the MIS for BPs & ASCs

- Collaborate with marketing to ensure support where the NPS is low and costs are high.

- Ranking BPs on the performance KPIs, & NPS.

- All analysis required to prepare the Pareto of BPs, SBUs, area heads, on all the aspects of customer satisfaction, collaboration with CRM team on NPS improvements.

- BP consolidation Project (key stake holder)

- COT (Core Role - Concept design, implementation and timely amendment)

- Digitization (key stake holder)

- MS dynamics implementation (key member)