Job Openings for the position of Area Customer Care Manager in Mahindra business & consulting services pvt. ltd.
Job Details :
Job Position : Area Customer Care Manager
Company Name : Mahindra business & consulting services pvt. ltd.
Experience : 5 to 7 Yrs
Location : coimbatore
Skills : focus,source,delivery
Category : Recruitment Services Jobs
Educational Qualification :
Job Description :
– ensure adherence to process
– Coach the Dealer Service Team on Customer-handling skills & to do root-cause analysis of Concerns
– Get escalated Customer Concerns resolved through the Dealer Service Team
– Thru Dealer-General Manager (GM)-Service & Dealer-Service Manager (Dealer-SM)
– Ensure right quality of critical resources at Workshops
– CAPS Improvement
– Bottom Box Rating in Msat PSF calls for JDP & NJDP Dealers
– JDP-CSI Ranking / T2B Rating
– Tyre & Battery)
– Shield
– RSA
– Revenue (Rs.) (Spare parts
– % Growth in Total Vehicle Reporting over the Last Year
– Maxicare
– % Out-of-Warranty Vehicle Reporting (from vehicles sold in last 5 years)
– Maximile
– % improvement in Same Day Delivery (SDD)
– % Reduction in Concerns due to Dealer Handling (found in PSF calls) and Escalated Concerns.
– % Concerns closed within 4 days without Reopen Case (Msat + Escalated concerns)
– Time Estimate Adherence (TEA) & Cost Estimate Adherence (CEA) (source has to be MSAT)
– % of Reopen Cases
– All Dealers with DMS usage and data quality score __%
– Avg. Repair Quality Audit score for all Dealers (%)
– Avg. Process Quality Audit score for all Dealers (%)
– L1 Training
– Quality: % of manpower with LM
– Adequacy: % Availability of Technicians
– Training on Soft Skill & Crusade
– eTEKs & CoTEKs as per the agreement
Contact Details :
Company Name: Mahindra business & consulting services pvt. ltd.
Company Description: At Mahindra, we offer clients world-class consulting services in three key verticals: information security and risk management, engineering consulting and business process management. Mahindra Special Services Group (MSSG) collaborates with organizations to better protect their information assets, strengthen physical security and reduce risk. Mahindra Consulting Engineers provides a bouquet of engineering consulting and project management services to a variety of organizations. Mahindra Integrated Business Solutions provides businesses with BPM and Advisory services in functions like Finance & Accounts and Human Resources.
Job Posted On : 2019-05-24
Note : Above Job position will be valid for 1 Month after job Posted date.