Assistant Manager at Bridging Gaps
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Manager/Head - Customer Care/Customer Support & Customer Delight (7-12 yrs)
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.