JOB DETAILS

Job Title : Branch Service Incharge - Customer Care
Qualification : Graduation
Job Location : Chennai
Department : Customer Care
Job Description :
• To ensure CBS installation training is given to SPs as per CC training plan
• To ensure plumbers trainings are organized at dealers counters
• To monitor service deliverables of the assigned branch ( responsse time, call pendency etc.)
• To take corrective action on service deliverables in order to ensure quality customer care service
• To personally visit customers to check service quality delivered by SPs
• To resolve customer issues 
• To enhance franchisee performance through continuous developmental activities
• To maintain balance between reactive and pro - active services
• To ensure 100% SPs achieve PMC sales target
• To ensure proactive customer care support is given to 100% targetted projects at all four stages as per CC 
   module
• To ensure service camps are organized at projects sites
• To visit projects during proactive service & service camps
• To ensure warranty services are done against 100% warranty certificates registered
• To monitor cost of warranty and improve on cost incurred by company on warranty services
• To monitor requirement of spare parts by each ASP based on consumption trends on monthly basis
• To ensure customers complaints are resolved as per defined CC timelines
• To track & monitor franchisee wise call quality
• To personally visit unsatisfied customers and close loop
• To ensure that customers satisfaction to be more than 95%
• To monitor spare parts management and ensure that every replaced part is returned to factory within committed
   timelines
• Evaluation of franchisee, training & induction in the system which are identified by team
• To lead and motivate team to deliver desired results
Experience : 7+ years
No. of Vacancy : 1