Hiring for Section Manager - Customer Relation Manager (crm) - (5-9yrs) Kolkata for Exp. 5 - 9 Years at Honda Motorcycle Scooter India Pvt. Ltd..
Esteemed client of Orion TrueTech Services India Kolkata, West Bengal, India
Jan 31, 2018Full time
Job Description:1 "Complaints Handling Resolution < = 03 Days- 80%, < = 15 days - 100% " 2 Customer Complaints Receiving Prompt response to customer, First Action Collect & enter details in CR database a) 85% in 24 hrs b)100% in 48 hrs 3 Reduction in Customer Reminders : H1-20% & H2-35% 4 Customer complaint reduction : H1-5% & H2-5% 5 Excalation complaint resolution - 90% with in 2 days 6 CR system implemenation at top concern dealers 7 CR training at 100% dealers AND 1 Establish the system for the faster response to customer concern/query both in Sales & Service Area at HMSI level 2 Strengthen / Implemantion of the CR systems at dealership level for understanding of the customer concern & faster resolution 3 Trend analysis for customer resolution trend both in Sales & Service at regional /Zonal / Area level to understand the current situation and counter measure preaparation to improve the same. 4 Trend analysis for Customer Complaint Ratio at Regional / Zonal / Area level both for Sales and Service operations 5 Identification of high contributing parameters & C/M preparation for customer concern both in sales & Service area 6 Strong management for legal complaints to avoid any adverse action from Government driven legal bodies.(CF courts etc) 7 Ensure the reduction in Customer Reminders and faster resolution of the Escallated complaints 8 Strengthen of the Genba Activities to understand the ground realities and in turn plan the effective C/Ms for further improvement 9 Checking / Analysis of the customer contacts registered in CR Portal for any improvement, review with them to understand their approach & clarity about concept 10 Handling of Critical issues related to Customer / Dealer pertaining to Salse/Service/Parts activities. 11 Effective utilzation of resources available to achieve the target or objective i.e Budget utilzation & team field movement 12 Monitor & improve the Customers Query Handling quality. 13 Skill up training to team members for effective handling of the customer concern 14 Motivate the team associates for participation in Kaizen & NH circle activities