Senior Manager-Service-Sales & Marketing-TMPV

Mumbai, Maharashtra
Permanent
Full-time

2 months ago
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Purpose of the Role:To lead the end-to-end customer complaint management process and oversee call center operations to ensure timely, effective, and empathetic resolutions while driving service excellence, customer satisfaction, and process improvementJob Responsibilities:1. Complaint Management- Lead the complaint redressal process for escalated and complex cases (email, voice, social media, regulatory, legal).- Ensure root cause analysis (RCA), corrective actions (CAPA), and long-term resolution of complaints.- Track and manage turnaround time (TAT), resolution quality, and customer communication standards.- Prepare case summaries for senior leadership review and legal compliance when required.2. Call Centre Management- Oversee daily operations of inbound/outbound call center (voice/email/chat).- Monitor key KPIs: First Call Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, Service Level Agreement (SLA) adherence.- Lead training, quality audits, and upskilling initiatives for call center agents.3. VOC (Voice of Customer) & Insights- Collate and analyse customer feedback to identify emerging issues and trends.- Publish regular dashboards and reports for senior stakeholders.- Collaborate with cross-functional teams (sales, service, product, legal) to resolve systemic gaps.- Handle queries from zone by cross checking the facts4. Process & System Improvement- Drive automation and CRMDMS utilization- Implement standardized scripts, escalation matrices and workflows.- Conduct training, review with RO/Zonal level and follow improvement action plan.- Review gap area and set SOP to improve customer experience- Create modules & deliver training call centre/field team on existing & new processes- Audits – To perform dip stick checks & improve quality of CX parameters5. PSF (Post Service Follow-Up)- Drive PSF calls for service, repair, warranty, and delivery interactions to capture real-time customer feedback.- Ensure timely follow-ups post workshop visit and complaint resolution.- Analyse PSF scores (e.g., CSAT, NPS) to identify areas of concern and trigger proactive actions.- Work closely with RO/Zonal teams to address negative feedback and enhance customer delight.Desired Candidate ProfileEducation: B. E/B.TechSkills: Proficient in customer handling, complaint analysis, and escalation management Experience in managing PSF programs & customer feedback tools Knowledge of CRM, Call Center Software, Excel, and dashboard tools. Empathy, patience, and strong communication skills Process-oriented with a continuous improvement mind set.Relevant Experience: 5-8years of total work experience (automobile & customer care)Stakeholder Profiles & Nature of Interactions:Internal

Field Service - Performance status & analysis/ action plan support. Regular follow-up for complaints.
TBEM - Regarding audits and documents sharing.
Sales and marketing - Regular update
Contact Centre - Customer Complaints update/ execution of process.
CRM DMS - For IT support for process implementation
Legal - Communications on legal cases
Plant - Regarding Product issues

External

Customers - Consumer grievances handling and responses from us.
Consumer Helpline/NGOs - Consumer grievances handling and responses from us.

Skills & Competencies:

Customer Centricity
Driving execution – Leading CFT
Monitoring & Reporting
Product Development/Part Development
Business acumen

Tata Motors