Customer Relations and CS : - Manage customer satisfaction across the levels of the Sales and After sales Channels and functions. - Develop online system for monitoring customer feedback at Dealer and OE end. - Develop and monitor process & matrices to handle complex & escalated customer issues. - Devise monitoring matrix methods for No of Complaints, Response Time and Resolution Time thereby ensuring control within defined SLA's. - Complaint Root Cause analysis and corrective action for improvement. CS Process Management (Sales and Service) : - Develop Standard operating Procedures (SOP) Manual and evaluate dealerships for compliance and corrective actions implementation. - Develop monthly matrices for customer satisfaction for Sales & Service for corrective actions and improvement of CS Indices. - Evaluate, Develop and Monitor CSI and SSI process at Dealerships to gauge customer satisfaction and Delight. - Ensure Process to manage CSI/SSI Review & Handholding at Dealers. - Set up systems for Mystery Shopping for sales and after sales and review mechanism for the sales / after sales processes and countermeasures. - Ensure proper customer contact processes and systems are established at Dealer end for gauging sales (pre and post sales) and aftersales feedback. Digital Sales Tools : - Conceptualization, Evaluation and Development of Digital Sales Tools various interfaces like Tab, Kiosk, Mobile, Desktop Platforms. Manpower Mentoring and Development : - Ensure implementation of sales support manpower norms (CRM, Inhouse Trainer, Receptionist, Delivery Hostess, Sales Service Advisor etc) and monitor availability and their capability enhancement at dealers. - To be able to guide in development of staff for Customer Relations management. Reporting and Budget Management : - Monitor and control Budget for expenses with support of Finance. Set up systems for payment control within stipulated timelines.

Gurgaon/Gurugram

Manager/Head - Customer Care/Customer Support & Customer Delight 

Manager/Head - Customer Care/Customer Support & Customer Delight  ,Job Description for Manager/Head - Customer Care/Customer Support & Customer Delight  in Bridging Gaps in  Gurgaon/Gurugram for (7-12) years of experience. Apply Now!

Job Description for Manager/Head - Customer Care/Customer Support & Customer Delight  in Bridging Gaps in  Gurgaon/Gurugram for (7-12) years of experience. Apply Now!