Tata Motors - Senior Manager - Regional Customer Care Professional

Tata Motors · India

About this role

Job Description:Senior Manager - Regional Customer Care (Passenger Vehicles)Purpose of the Role:The role will be responsible for organizing, deploying and monitoring the service processes and customer care initiatives; providing technical support and handling customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/statutory norms.Job Responsibility:1. Contribution to planning:- Prepare and recommend action plans on vehicle retention and inflow growth, audit, analyze and implement action plan on process improvement.- Design and plan SLAs between channel partners and fleet customers.2. Key actions and decisions (Long term and short term):- Inflow increases and Channel Partner satisfaction: Monitor status of pending claims of CP and seek approvals as required on payment release.- Implement/monitor and increase body shop conversions, productivity and new initiations.- Execute and monitor of customer connect initiatives with CP Service Process and Marketing Oversight.- Monitor, analyze and act on improvement of service parameters.- Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive.- Service Support Activities Management (Technical Service Support, Spares and Training).- Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution.- Coordinate with RPM for parts availability and monitor

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