FAQs
What is the primary purpose of the Senior Manager-Area Cust Care role?
The primary purpose of the role is to organize, deploy, and monitor service processes and customer care initiatives, providing technical support and handling customer complaints at workshops to enhance customer satisfaction and dealer engagement.
What are the key responsibilities associated with this position?
Key responsibilities include planning vehicle retention and inflow growth, auditing and implementing process improvements, monitoring service parameters, coordinating with stakeholders to resolve customer complaints, and managing service support activities.
What qualifications are required for this role?
A candidate must be an Engineering Graduate with 4+ years of experience in Customer Service, After Sales Service, or Customer Care, ideally within the automobile industry.
Is experience in the automobile industry essential for this role?
Yes, in-depth knowledge of the automobile industry and experience in after sales service roles are essential for this position.
What skills and competencies are important for a successful candidate?
Important skills include After Sales Service, Customer Service Excellence, Network Profitability Management, Product Support, Service Network Management, and Warranty Management.
How does this position relate to customer complaints?
The role involves resolving customer complaints in coordination with channel partners and escalating product concerns as needed.
What stakeholders will I interact with in this role?
You will interact with internal stakeholders such as Service Process, Service Marketing, Spare Parts, and external stakeholders including customers, dealers, vendors, and corporate and fleet customers.
Will I be responsible for training in this position?
Yes, you will identify training gaps, nominate channel partner personnel for courses, and monitor their certification status.
What kind of initiatives will I be overseeing?
You will oversee service connect initiatives with channel partners and monitor the productivity and performance of service workshops.
Is strategic planning a part of this role?
Yes, preparing and recommending action plans on vehicle retention and inflow growth is a key part of the strategic planning responsibilities of this role.