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Deputy Area Customer Care Manager

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Date: 06-Apr-2019

Location: Bangalore, IN

Company: Mahindra & Mahindra Limited

Customer Satisfaction
1
JDP-CSI Ranking / T2B Rating
2
Bottom Box Rating in Msat PSF calls for JDP & NJDP Dealers
3
CAPS Improvement
2 Business Performance
1
Revenue (Rs.) (Spare parts, Shield, Maxicare, RSA, Maximile, Tyre & Battery)
2
% Growth in Total Vehicle Reporting over the Last Year
3
% ‘Out-of-Warranty’ Vehicle Reporting (from vehicles sold in last 5 years)
B. With the following measurable Efforts Sr. No. Key Performance Indicator (KPI) Weightage (%) Level-5 Target Level-4 Target Level-3 Target Level-2 Target 1 Speed & Quality of Concern Closure
1
% Concerns closed within 4 days without Reopen Case (Msat + Escalated concerns)
2
% improvement in Same Day Delivery (SDD), Time Estimate Adherence (TEA) & Cost Estimate Adherence (CEA) (source has to be MSAT)
3
% of Reopen Cases
Why does the Customer Care Manager (CCM) exist: What is the CCM’s Playing Field: What should the CCM focus on to achieve his goals: What all is the CCM to deliver:
Job Description & Ways-of-Working—CCM Personal Vehicles
© Mahindra and Mahindra Ltd. Page 3 l 7
4
% Reduction in Concerns due to Dealer Handling (found in PSF calls) and Escalated Concerns.
2 Process & Infrastructure
1
Avg. Process Quality Audit score for all Dealers (%)
2
Avg. Repair Quality Audit score for all Dealers (%)
3
All Dealers with DMS usage and data quality score ≥ __%
3 Manpower Adequacy & Quality
1
Adequacy: % Availability of Technicians, eTEKs & CoTEKs as per the agreement
2
Quality: % of manpower with LM, L1 Training
3
Training on Soft Skill & Crusade


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