Senior Manager - Customer Care

Tata Motors; Khordha; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Tata Motors is seeking a Service Operations professional to deploy and monitor customer care activities and service processes at channel partner workshops. You will provide technical support, handle customer complaint escalations, and drive continuous improvement in workshop performance and revenue.

The role requires BE degree and 4–12 years of relevant experience, with strong skills in channel management, customer handling, negotiation, and conflict resolution.

Qualifications

• BE (Full Time) degree in engineering or related field
• 4–12 years of experience in automobile industry
• Willingness to work with channel partner workshops

Responsibilities

• Deploy and monitor service processes at channel partner workshops.
• Handle complaints escalations and ensure timely resolutions.
• Monitor workshop productivity and revenue performance.
• Coordinate with RPM for parts support and training needs.
• Support service marketing and customer retention initiatives.

Skills

Auto industry

Technical competency

Customer handling

Channel management

Negotiation

Education

BE Full Time

Job description

Purpose of the Role

The role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvement

Job Responsibility

• 1. Customer Satisfaction
• Deploy & Monitor Service Process & Customer Satisfaction
• Audit and implement action plan for process improvement.
• 2. Complaints Management
• Actions to reduce complaint generation & deploy internal review mechanism
• Monitor Escalations & handle resolutions for Satisfactory closure
• Monitor & internally esc
• 3. Workshop Productivity
• Monitor & review productivity status for improvement.
• Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners
• Co-ordinate with RPM for Parts Support
• Review & analyse Revisits of customers
• 4. Service Marketing & Customer Retention
• Train & Promote sale of Customer Retention products
• Suggest Customer Reach & inflow enhancement strategies to Channel Partners
• Workshop COB Coordination & activation
• 5. Technical Coordination
• Coordinate with RTSM for Tech Support requirements
• Coordinate for JIR(Joint Investigation Report) & technical feedback to plant
• Ensure speedy completion of Updation campaigns
• Identify training gaps, nominate CP manpower for courses and monitor certification status

Desired Candidate Profile

• Education - BE Full Time Relevant Experience : 4-12 Years

Skills & Competencies

• Skills Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management