Significantly improve our engagement with customers in data based ways and use this customer input to improve all aspects of our business activities by championing change within and on behalf of our customers in India, Nepal and BhutanCustomer Complaint Resolution Process: Monitor external and internal customer complaints registered at the CAC, conduct reviews with the CEO and his staff, interact with other BU s , track CCRI and release monthly MIS reports in ORDER to ensure regular improvement in our resolution index.Customer Assistance Cell: Supervise the functioning of the CAC - monitor if all queries are answered, review the activity log, conduct weekly reviews with the team, Provide guidance to the Customer Assistance Cell team, evaluate their performance, initiate process changes, introduce new technologies and methods IN ORDER to ensure that our customers are give timely assistance when they call in. Customer Satisfaction Measurement and Management process: Supervise the process of Distributor Service Customer Satisfaction Measurement - check if all weekly work order reports are received from dealers, consolidated with ERP data, corrected and uploaded to the DSCSM portal, review timleiness and quality of the customer interviewing process by the eternal agency Release quarterly CSI reports, Use the data IN ORDER to drive improvements in processes at CS and S. Provide functional excellence support to the BUs in CS and S in their customer satisfaction measurement initiatives in ORDER to ensure consistency in measurement methods and indices.Special Expectation: Lady candidates would be preferred. Also all candidates should hail from North or East India. (They may be residing in any part of the country but their origin should be from North and East India)Target Companies: Any Automobile Service Organizations e.g. People working as Customer Relationship Mnaagers and Service Advisors in Dealerships of Maruti, TATA, Hyundai etc.




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