03/01 Sangeeta
Assistant Manager at Bridging Gaps

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Manager/Head - Customer Care/Customer Support & Customer Delight (7-12 yrs)

Gurgaon/Gurugram Job Code: 649701

Customer Relations and CS :

- Manage customer satisfaction across the levels of the Sales and After sales Channels and functions.

- Develop online system for monitoring customer feedback at Dealer and OE end.

- Develop and monitor process & matrices to handle complex & escalated customer issues.

- Devise monitoring matrix methods for No of Complaints, Response Time and Resolution Time thereby ensuring control within defined SLA's.

- Complaint Root Cause analysis and corrective action for improvement.

CS Process Management (Sales and Service) :

- Develop Standard operating Procedures (SOP) Manual and evaluate dealerships for compliance and corrective actions implementation.

- Develop monthly matrices for customer satisfaction for Sales & Service for corrective actions and improvement of CS Indices.

- Evaluate, Develop and Monitor CSI and SSI process at Dealerships to gauge customer satisfaction and Delight.

- Ensure Process to manage CSI/SSI Review & Handholding at Dealers.

- Set up systems for Mystery Shopping for sales and after sales and review mechanism for the sales / after sales processes and countermeasures.

- Ensure proper customer contact processes and systems are established at Dealer end for gauging sales (pre and post sales) and aftersales feedback.

Digital Sales Tools :

- Conceptualization, Evaluation and Development of Digital Sales Tools various interfaces like Tab, Kiosk, Mobile, Desktop Platforms.

Manpower Mentoring and Development :

- Ensure implementation of sales support manpower norms (CRM, Inhouse Trainer, Receptionist, Delivery Hostess, Sales Service Advisor etc) and monitor availability and their capability enhancement at dealers.

- To be able to guide in development of staff for Customer Relations management.

Reporting and Budget Management :

- Monitor and control Budget for expenses with support of Finance. Set up systems for payment control within stipulated timelines.

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