FAQs
What is the primary purpose of the Senior Manager-Regional Customer Care role?
The primary purpose is to organize, deploy, and monitor service processes and customer care initiatives to enhance customer satisfaction and dealer engagement.
What are the educational qualifications required for this position?
A minimum educational qualification of BE/B.Tech is required.
How many years of experience is needed for this job?
A minimum of 5-6 years of experience is required.
Is experience in the automobile industry necessary for this role?
Yes, experience in the automobile industry is necessary, particularly in customer-centric roles that involve technical support and complaint resolution.
What type of skills are essential for this position?
Essential skills include a passion for customer service, the ability to implement sustainable practices that meet customer needs, and the capability to build productive alliances with stakeholders.
What types of customer complaints will the Senior Manager be handling?
The Senior Manager will handle customer complaints related to service experience and product performance, coordinating with channel partners for effective resolution.
Will the role involve monitoring service parameters?
Yes, the role involves monitoring, analyzing, and acting on the improvement of service parameters.
Are there specific initiatives related to fleet customers in this role?
Yes, the role includes coordinating with stakeholders on the closure of escalated complaints from corporate and fleet customers, as well as monitoring key service parameters for fleet cities.
What is the reporting structure for this position?
The position requires collaboration and reporting to numerous internal stakeholders such as Service Marketing, Spare Parts, SE&TS, and ATC, as well as external stakeholders like customers and dealers.
Will the Senior Manager need to design SLAs?
Yes, the Senior Manager is responsible for designing and planning SLAs between channel partners and fleet customers.
How does this role contribute to customer retention and inflow growth?
The role contributes by preparing action plans for vehicle retention, analyzing service processes, and implementing improvements that lead to customer loyalty and increased inflow.