Introduction
Tata Motors is seeking a dynamic Senior Manager for Customer Care to oversee service processes and initiatives. This role involves enhancing customer satisfaction by managing technical support, resolving complaints, and improving service efficiency at workshops. The position also ensures dealer engagement and adherence to organizational policies while striving to meet both short-term and long-term goals for service excellence.
Table of Contents
- Job Purpose
- Key Responsibilities
- Skills and Competencies
- Qualifications and Requirements
- Benefits of the Role
- Conclusion
Job Purpose
The Senior Manager – Customer Care is responsible for improving service processes, enhancing customer satisfaction, and resolving technical issues within workshops. This includes managing service marketing initiatives, addressing customer complaints, and coordinating between internal teams, dealers, and corporate customers to ensure service excellence. The role also involves planning for vehicle retention and growth, auditing service processes, and monitoring fleet and channel partner satisfaction.
Key Responsibilities
1. Service Process & Planning
- Prepare and recommend action plans to enhance vehicle retention and growth.
- Audit, analyze, and implement process improvements to optimize service efficiency.
- Design and manage SLAs between channel partners and fleet customers.
2. Customer & Partner Support
- Monitor pending claims and ensure timely approval for payment releases.
- Increase body shop conversions and productivity through effective initiatives.
- Oversee the execution of customer connect initiatives with service partners.
3. Service Marketing & Technical Support
- Track and improve service marketing products to achieve targets.
- Collaborate with parts suppliers and ensure availability for service needs.
- Contribute to technical service support and resolve complaints via JIR (Joint Investigation Report).
4. Fleet & Corporate Service Activities
- Manage escalated complaints from corporate and fleet customers, coordinating resolutions.
- Monitor key service parameters and recommend action plans for fleet cities.
- Ensure availability of SPOCs and exclusive service bays for fleet customers.
Skills and Competencies
- Customer-Centric Focus: Ability to implement practices that meet customers’ needs and foster productive alliances.
- Problem-Solving: Strong capabilities in resolving customer complaints and technical issues.
- Team Coordination: Effective communication and coordination with internal and external stakeholders, including dealers and suppliers.
- Service Excellence: Proven ability to improve service parameters and implement action plans for efficiency.
- Technical Support: Solid understanding of automobile services and technical support for complaints resolution.
Qualifications and Requirements
- Minimum education: BE / B.Tech or equivalent.
- At least 5-6 years of experience in customer care or technical support roles in the automobile industry.
- Experience working with service processes, technical support, and complaint resolution.
- Strong understanding of customer service, warranty management, and dealer relationships.
Benefits of the Role
- Career Growth: Excellent opportunities for career advancement in a leading automobile company.
- Leadership Role: Lead a team and make an impact on Tata Motors’ customer care strategies.
- Competitive Compensation: Attractive salary package with performance-based incentives.
- Networking Opportunities: Engage with industry professionals, corporate clients, and dealers.
Conclusion
Tata Motors is offering an exciting opportunity for a Senior Manager – Customer Care to join their team and drive service excellence. This role is ideal for candidates with strong leadership skills, a passion for customer satisfaction, and experience in the automobile industry. If you’re ready to make a difference in a dynamic and growing organization, apply now and help shape the future of customer care at Tata Motors.