Tata Motors Looking for Customer Support Manager at Kolkata, West Bengal, India Full Time

Inviting applications of Women candidates for Customer Support Managers

Location: Pan India

Purpose of the role:

This position will be responsible for delivering customer operational objectives of the organization. Providing high levels of support to network, resolving customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction and through service network

Job Responsibilities

Customer Management:

• Drive customer issue resolution and escalations in a timely manner
• Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery
• Drive customer satisfaction by monitoring feedbacks and taking corrective actions
• Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences
• Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions
• Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.
• Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate
• Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support
• Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments
• Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards
• Increasing silver & gold certified technicians in workshops
• Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly

People Management

• Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements
• Provide trainings support to service partner on specialty tools, send mechanics to training center when needed
• Coordinate and execute pre-delivery inspection training
• Facilitate trainings of new products and tools to ensure service partners are well prepared.

Education / Skills/ Experience :

• BE / B Tech in Electrical, Electronics, Mechanical, Automobile, Mechatronics with 3 to 8 years of experience in similar industry
• Proven experience in customer support or related roles.
• Exceptional leadership skills with a customer-centric mindset.
• Strong problem-solving abilities and a passion for exceeding customer expectations.
• Effective communication skills and the ability to collaborate cross-functionally.