Senior Manager - Customer Service

Tata Motors Global Services Limited; Khordha; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Motors Global Services Limited is seeking a qualified professional to deploy and monitor customer care and service processes at channel partner workshops. The role includes handling customer complaint escalations, driving continuous improvement, and auditing workshops for manpower, infrastructure and process compliance.

You will coordinate with RTSM for technical support, monitor workshop productivity and revenue performance, and identify training gaps in CP manpower to ensure quality

Qualifications

• BE/BTech (full-time) degree required.
• 4–12 years of relevant experience in the automobile/auto service sector.

Responsibilities

• Deploy and monitor service processes and customer care at channel partner workshops.
• Handle customer complaint escalations and drive timely closures.
• Audit workshops for manpower, infrastructure and process compliance.
• Coordinate with parts support and monitor workshop productivity and revenue.
• Provide technical coordination and train CP manpower; identify training gaps.

Skills

Automobile industry experience

Technical competency

Customer handling

Channel Management

Negotiation & conflict management

Education

BE / BTech (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

• 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 escape for support for timely complaints closure

• 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 / Btech 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