Key Skills: Asst. Manager Customer Care , Customer Care

Key Result Areas

To ensure the complaints are addressed at the dealership level within 48 Hrs of its receipt.

Closure of customer concerns within a reasonable time with reasonable solution

Monthly analysis & reports to be forwarded to concerned person at Company within the 5th working of every month.

Dealer wise analysis for the top 10 dealers in customer concerns to be collated and forwarded to the concerned at Company .

Job Description
ROLES AND RESPONSIBILITIES
1. Responsible to resolve all Sales and After Sales concerns in coordination with the concerned department at Company Location

2. To ensure the complaints are addressed at the dealership level within 48 Hrs of its receipt.

3. To ensure necessary data is collated with respect to the nature of complaint and compiled into Sales and After Sales.

4. To interact with technical, spare parts, warranty, field service and the dealerships for the resolution of the complaints

5. To record complaints in Company formats for Sales and After Sales separately.

7. Responsible for all mail communications sent from customer care team

8. To analyse the complaint and forward to the field force to take corrective action to curb them on monthly basis.

9. Generation of monthly reports and send to Company for compilation.

10. Updating field service about the complaints received within his area of responsibility weekly.

11. Provide necessary data as and when asked by the HOD/ Legal Dept/ MD

12. Provide customers with best possible solutions.

13. Maintain required approval documentation in the region.

14. Will meet customers and resolve issues as and when required after receiving suitable approval from regional head customer care.