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9 B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune Jobs

General Manager Customer Care Manager Service

10-12 years

Pune

1 vacancy

General Manager Customer Care Manager Service

B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune

posted 4d ago

Job Role Insights

Fixed timing

Job Description

Job_Description":"
Job Summary:

Representing the company and developing permanent business relations and networks. Dealing with the market in the assigned sales and service area whilst maintaining the strategic guidelines issued by the sales and service organization. Managing employees and controlling business processes in own area of responsibility. Ensuring that service, quality, customer satisfaction and a high level of experience are maintained to develop a customer-oriented, profitable and high turnover business in new and used vehicles, accessories, services and further products and services.

Revenue generation:

  • Ensure all inbound calls are attended - 100% pick up in less than 30 seconds
  • Ensure all outbound calls / functions are completed within stipulated time Service appointments target 100% calling
  • Database cleaning to support retention achievement, campaign and service measure completion - Target 90% data with 100% quality
  • Service measure letters are sent to Customers and eDealer is updated - Target 100%
  • Ensure 100% achievement of appointment targets
  • Sales of Service Products: Support towards sale of Service Products
  • Promotion of campaign and retention measures: Calling for Insurance renewals, Service Products etc.
    Customer handling:

    • 100% responsible for resolving Customer cases (internal and escalated) within the stipulated time (explanation, letters/mails, meetings etc.)
    • Understand cause of Customer complaints and clarifications sought by Customer, precisely
    • Acquire technical know-how required for responding to Customers, from workshop technicians/MBIL TE.
    • Personally, provide technical clarification to Customers, verbally and in writing. (Technical clarification is no longer the responsibility of Technical team, Service HOD, MBIL etc.)
    • Courtesy car management: Availability, deployment, reporting CRM 50/50 goodwill: Formation, usage and monitoring of kitty SFU: Ensure 100% achievement, internal complaint generation (as required), gap analysis, counter measure actions
      CSI: -
      CustomerFirst initiatives in coordination with MBIL CSI team
      - Responsible for analysing the CSI scores on monthly basis.
      - Identify low score areas and initiate improvements in conjunction with Head After-Sales
      - Coordinate with MBIL CSI team for countermeasure actions with clear responsibilities and deadlines

      Team handling:
      - Support PRMand PREand work out plan for their development
      - Determine number of PRMand PRErequired per location based on workshop thru-put from time to time
      - Inculcate a spirit of customer centricity within the organization



      Requirements
      Basics: BE/MBA or any equivalent degree

      Experience ( type of): 10-12 year experience in Automobile and /or Hospitality

      Specialized Skills:
      High positive attitude, Excellent communication skills, Team work approach, Sensitive towards processes and their refinements, Innovative, High
      customer centric approach, Ability to inspire people, talent to train and coach people

      Benefits
      1. Statutory benefit
      2. Accidental policy
      3. Incentive
      4. Company asset
      ","

Employment Type: Full Time, Permanent

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What B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune employees are saying about work life

based on 17 employees
64%
92%
61%
100%
Strict timing
Monday to Saturday
No travel
Day Shift
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B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune Benefits

Job Training
Soft Skill Training
Cafeteria
Health Insurance
Team Outings
Education Assistance +6 more
View more benefits

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