Field Operations Manager - Customer Care
Mahindra And Mahindra Limited
Work from Office
Full Time
Min. 12 yearsJob Description
Manager Field Ops., Customer Care
Responsibilities & Key Deliverables
Monitor & Improve Customer Experience parameters across the region - VoC, CSI, NPS.
Drive business across markets to improve Vehicle Retention, Spares & Accessories business Sale, Lubricants and other value added services / products.
Mentor the team in the allocated region for their continuous self development and coach them on IO Processes and Systems.
Keep the Distributor leadership team motivated and updated through timely communications.Coordinate with the distributor to implement processes across touchpoints.
Coordinate with markets on Quarterly NOCs and reconciliation of claimsMonitor and drive Service Actions & Reto-fitments
Ensure availability of tools, equipment and spare parts in the market
Capability Building of distributor and dealer personnel
Capture & share market insights
Preferred Industries
AutomobileEducation Qualification
Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in MechanicalGeneral Experience
12-15 years of Customer Care managementCritical Experience
System Generated Core Skills
Project DevelopmentCustomer SatisfactionService OrientationCustomer SensitivityRelationship ManagementDealer ManagementManpower ManagementService StrategyTerritory Coverage OptimizationChannel DevelopmentProject Planning & ExecutionRisk AnalysisBusiness Process Improvement (BPI)Contract ManagementPerformance ManagementIncentive SchemesSalesCustomer ManagementFraud ManagementTrial ManagementTool ManagementTalent AcquisitionAuditingQuality ImprovementReportingManpower PlanningTraining & DevelopmentReview MechanismSystem Generated Secondary Skills
Capability BuildingProject ManagementSales SupportWarranty ManagementExperience Level
Mid LevelJob role
Job requirements
About company
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The candidate should have completed the required education and people who have 12 to 15 years are eligible to apply for this job. You can apply for more jobs in Mumbai/Bombay to get hired quickly.
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