Senior Manager – Customer Quality – Auto

Senior Manager – Customer Quality – Auto (10-17 yrs)

EXPECTED END RESULTS :

MAJOR ACTIVITIES :

1. Meeting SSI & CSI Objective

– Make strategy for SSI & CSI KPI achievement (OS-NPS)

– Plan actions based on the strategy

– Get the actions implemented through stakeholders

– Review the effectiveness of actions

2. Customer complaint Management :

– Capture the customer VOC through various sources like call centre, Email, letters Social media

– Analyse the complaints & do the root cause analysis

– Plan strategy to reduce complaints through proactive contact & improve customer satisfaction

– Create visibility on VOC

3. Creating customer delight :

– Customer Connect

– Plan & executive customer connect programs to ensure 100% customer satisfaction

KEY INTERACTIONS :

Internal :

– Sales & After sales Field Teams & HO Teams

External :

– TCS

– Network Performance team

– MI, V-Up, Finance, Sales Operation,

– Marketing

– ISIT, DMS Team

– Legal

– Sales Planning

– JD Power Asia Pacific

– Alliance Global Assistance

– IBM, Oracle

– TTi Global

– SLS

– Cape Gemini

Automobiles

More jobs in India ...