Manager/Senior Manager - Customer Care - FMCD/Auto/Aviation

Manager / Sr. Manager Customer Care

Attend Client complaint via Phone, E- mail, toll free number.

- Check the record of the product in the system & accordingly register complaint.

- Inform complaint number to client / Visiting charges.

- Coordinate with Project Execution, Accounts, Stores, Production & Field Service Engineer dept. for prompt service to client.

- Guide FSE for preparing service report during service visit as per site situation.

- Study the previous day FSE reports & take appropriate action, like spares quote, proforma Invoice, invoice request to account dept., spare part request to store dept for replacement materials, AMC Proposal, Safety concerns awareness to clients, complaint closer mail.

- Encourage client to participate in Customer Satisfaction survey.

- Coordinate with FSE & Project Execution dept. for bringing back replacement materials at GAPL Stores.

- Follow up of Spare quote, AMC Proposal, Proforma Invoice, Outstanding spares payment follow - up

- Handle the 24 x 7 toll - free number.

- Arrange AMC visit as per due date.

- Maintain the complaint list record.

- Highlight the frequent product complaint to seniors & provide the solution to client.

- Prepare RCA reports, complaint analyses report.

- Check the daily complaint photos which is shared by FSE & educate client if any concerns.

Qualification :

- Degree / Diploma in any Engineering or B.Sc. / M.Sc. (Physics / Maths / Chemistry / Statistics)