- 経験
- 3–10 yrs
- 給料
- —
- 求人情報
- 1
- 投稿済み
- 1週間
- 作業モード
- 在任中
- 教育
- B.Tech or B.E.
- 資格
- Candidates possessing a full-time B.E. or B.Tech degree in any specialization are eligible to apply.
- 再開する
- 応募必須
勤務地
仕事内容
Role Purpose
The Senior Manager will conduct thorough analysis of complaint data regularly to develop management information systems (MIS) and derive actionable insights. This includes verifying root cause analysis (RCA) and monitoring immediate and preventive corrective actions (ICA, PCA) in coordination with regional teams and dealership customer experience managers (CXMs). They will collaborate with region teams and dealers to identify gaps and recommend corrective measures for complaint management.
The role involves monthly reviews of the 10 lowest-performing dealers to drive improvements, conduct regular investigations and audits of critical complaints, engage directly with escalated customers at level 4 (L4), and facilitate swift resolution by coordinating between Tata Motors Limited (TML) and dealer teams. Additionally, the manager will identify and coordinate reviews for underperforming dealers with the state headquarters (SHQ) team, monitor and improve complaint processing time (TAT) and customer perceived time value (CPTV) monthly, and collaborate with local zonal customer experience managers (ZCEM) to identify and address training needs based on complaint data and dealer gaps.
Key Responsibilities
- Coordinate with dealers to ensure logical and timely resolution of complaints.
- Collaborate with ZCEMs to develop training modules addressing actionable areas.
- Work with TML sales teams on issues related to customer complaints.
- Review dealer teams’ performance regarding TAT and CPTV metrics.
- Extract daily complaint data from CRM, analyze for dashboards featuring total complaints, CPTV, TAT, escalations, and monitor compliance with CRM and TOP Spot dashboards.
- Discuss RCA and preventive plans with dealers for complaint resolution.
- Follow up daily with sales and dealer CXM teams on Level 3 (L3) and L4 complaints to prevent escalations.
- Manage online reputation management (ORM) complaints, liaising with dealer and TML sales teams.
- Engage escalated customers directly to enable prompt resolution, including on-site visits for critical cases.
- Review complaint verbatim for accuracy in categorization.
- Analyze complaints rigorously to differentiate among complaint, query, or feedback.
- Monitor complaints weekly to identify critical cases for dealer penal committee review.
- Review and analyze monthly sales satisfaction index (SSI) scores with dealers, identify action items, and work collaboratively to enhance SSI score.
- Conduct audits of dealership delivery processes.
- Lead zonal initiatives to improve SSI scores via gap analysis, planning, and execution of improvement actions.
- Perform mystery audits including data verification, insight generation, and MIS preparation.
- Manage follow-ups with dealers for data interpretation, preventive action planning, and coordinate with the Learning & Development (L&D) team for further improvements.
Candidate Profile
Education: Bachelor of Engineering (B.E.) or Bachelor of Technology (B.Tech) in any specialization from a full-time program.
Experience: 3 to 10 years of relevant experience in sales or service functions.