Job Description

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Customer Relation Manager (Service) - Roles & Responsibilities

1

Attendance Register / Biometric and Minimum office attendance should be 95%

2

Pre intimation of leave before 4 days is must, leave application should be approved by SM in advance.

3

Candidate is responsible for NPS score target as per RIPL.

4

Monitoring and adherence of Standard operating Care 2.0 process.

5

Monitoring of requirement of enablers as per Care 2.0 Process.

6

Evaluation of reports shared to Care Champion and Renault.

7

Monitoring the CR department KPI'S SDR/PSF/IFC as per the Target.

8

Arranging and organizing the Service Promotional activities as per RIPL guidelines.7yhggnb nb

9

Involve in Critical Customers case as and when required.

10

Handling and attending all source of customer complaints issues and required corrective action to minimize the same.

11

Taking the reports from all CR Department key role Holders e.g. CRE'S/Drivers/Housekeeping Staff.

12

Prepare monthly improvement plan for Contact, appointments & turn up ratio and lost customer.

13

Update to concerned SA about complaint received for their vehicle & action

14

Responsible for Resolution of all customer complaints within 3 days.

15

Weekly report on nature & trend of complaints received with status of pending 'vs' resolved complaints, make a action plan with SM to minimise customer complaint.

16

Quality meeting board is updated as per norms.

17

Customer complaint Reply on all source of complaints.

18

Replies and Update on customer complaints escalation to RIPL.

19

Correspondence to Interdepartmental on various issues like DMS/Internet, Housekeeping, etc.

20

Preparation of Presentation on activities done/Montly Review and its MOM.

21

Sharing of all CR department required reports to SM/GM as per applicable.

22

Responsible for maintaining the Customer Satisfaction KPIS.

Job Types: Full-time, Permanent, Fresher

Pay: ?25,000.00 - ?34,348.11 per month

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Fixed shift
• Morning shift

Supplemental pay types:

• Performance bonus
• Yearly bonus

Experience:

• total work: 3 years (Preferred)
• Customer service: 3 years (Preferred)

Language:

• English (Preferred)

Work Location: In person

Speak with the employer
+91 9112240070