Job Purpose:
The job aims to provide the highest level of customer service to its customers, ensure customer delight and developing long lasting and deep customer relationships.
Principal Accountabilities
Single Point of Contact for Complaints:
- Act as the single window to receive, record, and resolve complaints from OEMs and key accounts.
- Key accounts are defined as customers with more than 100 SATRAC units.
Complaint Resolution Process:
- Utilize the DMS (Dealer Management System) or CRM (Customer Relationship Management) systems at dealerships or OEMs to manage complaints efficiently.
- Ensure the complaint resolution process is smooth and aligned with service standards.
Coordination for Body Mounting and Commissioning:
- Collaborate with the sales team to coordinate the mounting of vehicle bodies in the field and their commissioning.
- Work closely with the network, field engineers, and stakeholders to take necessary approvals and ensure timely mounting and commissioning.
TAT Monitoring and Stakeholder Management:
- Monitor the Turnaround Time (TAT) for all complaints received.
- Engage with all relevant stakeholders, ensuring timely resolution of issues while tracking performance metrics.
Drive Service Business Initiatives:
- Responsible for driving service business through AMC (Annual Maintenance Contracts), extended warranty programs, and extended mandatory services.
- Organize and arrange training sessions at key accounts to enhance service quality and relationships.
Organize Key Account Campaigns:
- Plan and manage campaigns at key accounts to promote aftersales services, maintenance, and other customer-centric activities.
Key Account Management and Factory Visits:
- Arrange factory visits for key decision-makers from key accounts and OEMs to foster stronger relationships.
- Coordinate dispatch details, location tracking, and the distribution of mandatory service coupons at OE dispatch centers.
Quarterly Review Meetings:
- Organize quarterly review meetings with key accounts and OEMs to assess promise vs. performance.
- Make necessary course corrections based on the insights gathered during the reviews.
Knowledge & Skills needed to deliver on the accountabilities:
Good In communication.
Good in customer relationship management
Product knowledge
Process Knowledge
Formal Education Requirements, as applicable:
BE/Diploma-Mechanical /Automobile
Years of relevant Experience needed: 15+ Years
