Head - Network & Customer Service - Auto

Client:

Our client is a leading travel assistance provider in the country, is a 100% subsidiary of European giant. Incorporated to provide assistance service solutions in India, related to the automotive, insurance, travel, home service and other assistance sectors. Their business consists of aiding, helping, assisting people whenever they are in an emergency situation related to their vehicle, their house, travel, their health etc. With their expertise in managing a network of suitable service providers, who finally assist the client in the emergency situation.

Position offered: HEAD-Network & Customer service.

Position based: Mumbai (India).

Reporting to: Head of Operations.

Position Summary:

- To lead a team of Regional managers responsible for creation and maintenance of 3rd party service provider network for offering various types of assistance services.

- To plan and execute network creation and expansion initiatives

- To ensure service quality

- To ensure vendor satisfaction & retention

- To develop more services enabling business expansion

- Negotiate and fix service charges with vendors

- To plan and budget, relevant financials and objectives for the business

- To contain costs and expenses

- To conduct vendor audits, mystery shopping

Desired Candidate Profile

- Experience of working in the market place

- Experience of creating dealerships/ channel partners etc.

- Preferably experience in after-sales service of Automotive industry, preferably cars and/or bikes,

- Fair knowledge of technical aspects/ troubleshooting of cars and/or motorbikes

- Knowledge of Indian cities/ towns/ roads etc. w.r.t. network development

- Team leader & team player

- Good communication and presentation skills especially in English

- Analytical skills, with flair for relevant technology

- Ability to sell new products /concepts

- Ability to pro-actively identify problems and resolve in a timely manner. This should be further supported by knack of implementing corrective actions.

- Readiness to take up additional roles in the organization.

- Quick learner with ability to adapt to constantly changing business environment.

Basic requirements:

Experience of 8-10 years in automotive customer service or similar fields out of which at least 3 years with any Automobile OEM. Team handling experience is a must.

Age: 30-35 years.

Education: BE/ B Tech, Preferably Post-graduate in Management.