- Overall responsibility of monitoring all complaints resolution.

- Handle customer concern in case of serious & fficult issues.

- Liaison with functional department in case of critical issues.

- Onsite customer meets& Explaination (along with functional heads &TKM Members if requires).

- Overall Reviewing & analysis trends of complaints.

- Handling & Analysis Serious ECDR cases with functional Divisions

- Receiving Serious ECDR-Feedback Reportfrom TKM & making handling plan.

- Monitor complaint resolution of web/media/blog complaints.

- Implementations &monitoring of Customer Touch Points(CTP ) Related Activities and Managing Obheya.

- Coordination for Report Sharing, analysis& action plan with functional divisions-Service

- Analyze resorts &discuss gaps with functional divisions

- Analysis of PSF reports to monitor customer satisfaction.

- Planning of Yearly Internal Dealer CR training calendar in conjunction with Sales & service by December.

- Conduction of internal Dealer CR &Other Functional Dept's at the dealership.

- Responsible for confirmation of Dir CR Participation for TKM-CR trainings.

- Preparing/Organizing of SKILL Mapping Tools/Training based on the responsibilities for Dlr CR Staff.

- Overall coordination for effective Kaizen activities in conjunction with other functional divisions.

- Supporting Gm-Service in implementing & monitoring CSI related activities.

- Establish a policy to motivate staff through Awards/Rewards recognition

- Ensuring all parameters are met in review of report.

- Monitoring implementation of action plans within the target dates.

- Coordination for audits by TKM

- Action Plans review for audited report with DP/CEO IN Dealer CR performance.

- Analysis of reports from TKM-CR to understand overall Dealer CR performance.

- Discussing with functional plans with functional division for action plan based on monthly synopsis.

- Conducting monthly meeting with Dlr CR staff on updates ¤t CR performance status.

- Responsible for conduction of monthly Top Management meeting along with functional divisions to review dealer performance.

- Sharing Monthly Complaints trends & Reflection along with functional division in common forum.

- Organize weekly meeting with the functional division yo analyze performance and align improvement plans accordingly,

- Achieving TKML CSI/SSI Scores

- Achieving- 90% in Dealer CR Evaluation Audit.

- Retention of DiR CR Manpower.

- Achievement of Dlr CR Team's KPI's.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.