Role: Executive - Customer Service (Commercial Vehicles)
Industry Type: Automobile
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success, Service & Operations - Other
Education: Diploma ( in mechanical/Automobile/Electrical)
UG: Diploma in Any Specialization
Purpose of the Role
This position will be responsible for delivering customer operational objectives of the organization. Providing high levels of support to network, resolving customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction and through service network
Job Responsibility
1. Customer Management:
Drive customer issue resolution and escalations in a timely manner
Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery
Drive customer satisfaction by monitoring feedbacks and taking corrective actions
Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences
Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions
Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.
Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate
Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support.
Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments.
Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards.
Increasing silver & gold certified technicians in workshops.
Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly.
2. People Management:
Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements.
Provide trainings support to service partner on specialty tools, send mechanics to training center when needed.
Coordinate and execute pre-delivery inspection training.
Facilitate trainings of new products and tools to ensure service partners are well prepared.
Desired Candidate Profile
- Education : Diploma ( in mechanical/Automobile/Electrical)
- Relevant Experience :3- 7 Years
- Experience in Automobile Industry