Job Description
- In-charge of customer care back office.
- Accountable for CCCF management, MIS, concern age analysis and other reports.
- Analyze root causes for dissatisfaction and driving corrective and preventive actions.
- Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)
- Drive service marketing activities through tele-calling to improve vehicle retention.
- Planning customer events/clinics to build strong relationships with customers.
- Pareto analysis of customer concern by using 7 QC tools.
- Upkeep of process circular file and sharing with all concerned
- Manage and direct the telecall team and customer satisfaction survey every month.
- Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise
- Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface.
- Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers.
- Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points).
- Proactively strive actions based on customer feedback.
- Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly.
- Conduct Customer care staff meeting every quarter;
- Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively.
- Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters)
- Upload CR data for CR awards periodically in co-ordination with D.O.
- Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction.
- Managing ISO QMS requirements of Customer care department.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
Responsibilities
[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]
Example: Determine and develop user requirements for systems in production, to ensure maximum usability
Qualifications
[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]
Example: Excellent verbal and written communication skills
- Accountable for CCCF management, MIS, concern age analysis and other reports.
- Analyze root causes for dissatisfaction and driving corrective and preventive actions.
- Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)
- Drive service marketing activities through tele-calling to improve vehicle retention.
- Planning customer events/clinics to build strong relationships with customers.
- Pareto analysis of customer concern by using 7 QC tools.
- Upkeep of process circular file and sharing with all concerned
- Manage and direct the telecall team and customer satisfaction survey every month.
- Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise
- Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface.
- Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers.
- Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points).
- Proactively strive actions based on customer feedback.
- Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly.
- Conduct Customer care staff meeting every quarter;
- Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively.
- Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters)
- Upload CR data for CR awards periodically in co-ordination with D.O.
- Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction.
- Managing ISO QMS requirements of Customer care department.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
Responsibilities
[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]
Example: Determine and develop user requirements for systems in production, to ensure maximum usability
Qualifications
[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]
Example: Excellent verbal and written communication skills
💡 Quick Summary
Seeking a career-building opportunity? The Customer relationship manager position is now open for candidates interested in the MIS Executive sector. This role in Rajkot offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
