Fleet Manager Customer Care

Responsibilities & Key Deliverables

To drive/evolve customer care processes for enriching customers service experience and be among the top 3 Manufacturers in customer centricity.

To make M and M among the top 3 in Customer Satisfaction Surveys in India, the process coordinator has to work in tandem with the Area Offices and Dealers for implementing customer care processes.

He has to demonstrate the high level of customer sensitivity and encourage dealers and improve their capabilities for putting their best efforts in providing enriched experience to our customers and closely monitoring the progress.

The process team coordinator also has to monitor the feedback of customer thro' external calling and ensure corrective actions are taken by respective dealers, area offices.

Define new processes and procedures for customer satisfaction in services

Contribution to Customer handling process to enhance customer satisfaction

Root cause analysis for CSat improvement with dealers and AO

Coordination between agency and dealers for introduction of Customer Satisfaction measurement and rollout of initiatives in dealership

Experience

3 to 5 yrs.

Industry Preferred

Qualifications

B.E (Automobile/Mechanical)

General Requirements