Senior Manager - Customer Service

Tata Motors; Khordha; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Motors is seeking a role focused on deploying and monitoring customer care activities at channel partner workshops, providing technical support, handling complaint escalations, and driving continuous improvement in service processes and workshop performance. The candidate will also coordinate with parts support teams and drive customer retention initiatives.

The role emphasizes audit-driven process improvements, effective complaints resolution, and collaboration with RPM to enhance workshop

Qualifications

• Experience in the automobile industry with hands-on technical understanding.
• Strong communication and customer-handling skills.
• Ability to manage channel partners and negotiate resolve conflicts.

Responsibilities

• Deploy & Monitor Service Process & Customer Satisfaction; Audit and implement action plan for process improvement.
• Actions to reduce complaint generation; deploy internal review mechanism; monitor escalations & ensure satisfactory closure.
• Monitor & review workshop productivity; analyze revenue performance & suggest improvement strategies to channel partners; coordinate with RPM for parts support; review revisits of customers.
• Train & promote sale of customer retention products; suggest outreach strategies to channel partners; coordinate workshop COB.
• Coordinate with RTSM for technical support; manage JIR and provide technical feedback to plant; ensure timely updation campaigns; identify training gaps and nominate CP manpower for courses and monitor certification status.

Skills

Automobile industry experience

Technical competency

Customer handling

Channel management

Negotiation & conflict management

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

• Customer Satisfaction
  • Deploy & Monitor Service Process & Customer Satisfaction
  • Audit and implement action plan for process improvement.
• 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
• 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
• Service Marketing & Customer Retention
  • Train & Promote sale of Customer Retention products
  • Suggest Customer Reach & inflow enhancement strategies to Channel Partners
  • Workshop COB Coordination & activation
• 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