Posted By
Vinodhini Mani
Human Resources - Talent Acquisition at Renault Nissan Technology & Business Centre
Last Login: 13 July 2017
Posted in
BPO
Job Code
448005
Looking Candidates from AUTOMOBILE INDUSTRY only.
HEAD Customer Quality & Training
Work Location - Gurgaon
This role is responsible for achievement of very important corporate KPIs like customer satisfaction KPIs (SSI, CSI, VOC management) and ensuring the availability of trained manpower at dealer Network
Sales Satisfaction Index (SSI) -Among Top 3 OEM in External Survey
. Customer Service Index (CSI)- Among Top 5 OEM in External Survey External Survey: JD Power Syndicated survey
- Full SOP implementation at Dealers
(S-DOS/ AS-DOS)
- Periodic survey to see real situation for analysis
(Monthly local survey)
- Motivation for performing dealers
(Quality Incentive)
- Direct support to bottom performing dealers
(Mentor Program, Service consistency Program).
- Satisfaction recovery for dissatisfied customers
(Customer Connect program)
- Confirm Sales process adherence at dealerships
(Mystery Audit)
Customer complaint Management :
Complaint per - 000 vehicle sold: 5
Complaint per - 000 vehicle serviced: 20
Average resolution time: 3 days
- VOC management & systematic escalation process
- Special management for Executive & Social media complaints
- Periodic review with Sales & Service teams for timely closure
- Regional convention with dealer Sales, Service & CR Manager
Call Centre operations :
Abandon ratio: Less then 5%
Quality: more than 90%
- Overseeing the management of call centre
- Monthly review
Training (Sales, Aftersales & technical)
New Product Trg: Prior to SOS
Sales Consultant trained: 90%
Service Advisor: 90%
Technician: 60%
- Overall Management of Nissan & Datsun Academy
- Oversee the upkeep, utilisation & Efficiency of training centre
- Expansion of Training reach & coverage for dealers
- Encouraging the use of innovative tools & ideas for training & development
- Review of training contents & review with training vendors
- Wearing the hat of trainer from time to time.
- Monitoring Dealer Manpower attrition & taking actions.
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Posted By
Vinodhini Mani
Human Resources - Talent Acquisition at Renault Nissan Technology & Business Centre
Last Login: 13 July 2017
Posted in
BPO
Job Code
448005