Customer Care Manager
Mahindra & Mahindra
Total years of experience :16 years, 1 month
Mahindra & Mahindra Limited
Company Location : Dhaka
Department: International Operation - Bangladesh
Duties/Responsibilities:
1. Develops, Plan & implements new methods, procedures and systems to improve service performance, like CRM, KPI
2. To guide the Service Mechanics in technical problem solving and de-bottlenecking at the assembly plant and dealerships.
3. To increase plant and dealer's productivity and profitability by Service schemes like annual maintenance contracts, Service improvements etc.
4. To project the service activities, initiatives taken in the area office in the organization for cross fertilization of ideas.
5. To provide a single window between the area office and the other departments of the company on all service matters.
6. To provide feedback on competition new service schemes launched to the head of service and the zonal sales managers.
7. To interface with the marketing service cell and the manufacturing cell at the HO for speedy resolution of service issues at the area office like pending warranty claims, chronic problems etc.
8. To audit new dealership for approving it for commissioning.
9. Conducting service audits periodically as per the company norms.
10. Product training of the dealer, workshop manager & service mechanics.
11. Look after the Call Center operation.
12. Improve Local Dealer's CSI and CAPs.
13. Develop & expansion service network.
-Ensure reception area is well managed and operates smoothly
-Ensure vehicle is received efficiently and in a professional manner
-Ensure job card is opened efficiently and accurately for quick and correct execution
-Ensure proper delivery of the vehicle to the customer
-Ensure effective personal and telephonic communication with customers regarding charges, approvals and negotiations
-Resolving customer service complaints a timely manner
-Sell other accessory and workshop services to the customers
-Writes reports on orders, verifies warranties, develops estimates and maintains records of customers
-Handle enquirers of customers, through telephone or in person
-Supervise Service engineer, customer service staff to ensure quality service
-Offer instructions for future work.
-Follow the superior/senior service advisor / manager instruction.