Manager - CRM - Auto

- To manage escalated incoming inquiries and issues from customers providing appropriate resolution to the mutual satisfaction of both the customer and the business.

- Fully support the Senior CSM in the achievement of back office objectives

- Fully contribute to the Renault Customer Experience

- Contribute to the building of brand value

- Contribute to customer satisfaction and

- Contribute to quality customer experience

Main Relations

- Take responsibility for the management of complaint cases received directly from customers and/or dealers, utilising the combined resources of client and it's network of dealer

- Support the customer and/or dealer to satisfactory resolution

- Identify weaknesses and alert team management to serious technical and/or consumer related issues

- Is responsible for applying the manufacturer's policy and service objectives

- Feeds back the - Voice of the customer" to the departments concerned, i.e. the reasons for dissatisfaction with a product or service (customer effects in Siebel/BCS), potential crises, quality incidents, OTS, etc.

1.Inside Client: After Sales team, Quality Manager, Methods and Standards dept, Sales Dept

2.Outside: Renault Corporate After Sales Division (DAV), Customer Care Corporate Team, Dealer network (dealer principal), Outsourced partners

- Formalizes and standardizes responses to requests (for information, services, Complaints or other items)

- Support the customer and/or dealer to satisfactory resolution of complaints

- Deals with and solves complaints using the manufacturer's and network's resources

- Applies the manufacturer's policy and objectives: quality of service, procedures, management rules

- Handles, resolves and records the complaints, based on the established processes

- Informs the management of serious technical incidents and network malfunction

- Supports the network in following processing procedures and providing a response to the customer

Contact Details

Name: Sabneet
From: Symbiosis Management Consultants
Ph. No.- 0172-4333121