Senior Manager - Regional Customer Care

Purpose of the Role The role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvement

Job Responsibility 1. Customer Satisfaction Deploy & Monitor Service Process & Customer Satisfaction Audit and implement action plan for process improvement.

2. Complaints Management Actions to reduce complaint generation & deploy internal review mechanism Monitor Escalations & handle resolutions for Satisfactory closure Monitor & internally escalate for support for timely complaints closure3. Workshop Productivity Monitor & review productivity status for improvement. Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners Co-ordinate with RPM for Parts Support Review & analyze Revisits of customers

• 4. Service Marketing & Customer Retention