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CCCD - Customer Support Manager Updated

The document outlines the job description for a Customer Support Manager position, detailing responsibilities such as managing customer satisfaction, handling escalated issues, and evaluating customer service processes. The role requires a bachelor's degree, 15+ years of experience in customer relations, and strong analytical and communication skills. Key competencies include customer focus, problem-solving, and teamwork, with a focus on improving customer service within the automotive industry.

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ritesh1976
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43 views2 pages

CCCD - Customer Support Manager Updated

The document outlines the job description for a Customer Support Manager position, detailing responsibilities such as managing customer satisfaction, handling escalated issues, and evaluating customer service processes. The role requires a bachelor's degree, 15+ years of experience in customer relations, and strong analytical and communication skills. Key competencies include customer focus, problem-solving, and teamwork, with a focus on improving customer service within the automotive industry.

Uploaded by

ritesh1976
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Job Description

1 Job Title Customer Support Manager


2 Level Senior Manager / Asst General Manager
3 Reports to (Title) Head Customer Care and Customer Delight
4 Function CEM
5 Work Location Gurugram
6 Responsibilities, Customer Relations and CS: Manage customer satisfaction across the levels
role, task & of the Sales and Aftersales Channels and functions. Develop and monitor
process & matrices to handle complex & escalated customer issues, customer
duties of position Feedbacks but not limited to:
o Handling of difficult customers / escalated, legal complaints
o Manage Customer-Business Communications – legal replies, data
verification etc
o Problem resolution & Solving Customer Issues
o Collaboration with departments to Ensure Customer Satisfaction,
resolve field team concerns
o Organise regular review with sales & service teams
o Updates to senior leadership on escalated concerns and take decision
on cases
o Overall functioning of complaints management
Devise monitoring matrix methods for No of Complaints, Response Time and
Resolution Time thereby ensuring control within defined SLA’s.
Complaint Root Cause analysis and corrective action for improvement.
 CS Process Management (Sales and Service):
Evaluate SOP implementation at dealerships for compliance and corrective
actions implementation. Evaluate, Develop and Monitor customer satisfaction
for Sales & Service at Dealerships.
Ensure Process to manage Customer Satisfaction Reviews & Handholding at
Dealers. Set systems for Mystery Shopping for sales and aftersales and review
mechanism for processes and countermeasures.
Ensure proper customer contact processes and systems are established at
Dealer end for gauging sales (pre and post sales) and aftersales feedback.

Position FINANCIAL NON-FINANCIAL


dimensions Annual Sales/Revenue Impacted Direct Reports: Total team size
(Optional) by position (USD): under direct control
Direct Managers Salaried
Indirect Professionals Hourly
Annual budget Hourly Contract
Other relevant scope (number of dealers, annual dollar buy, vendors managed, etc.)

8 Educational  Bachelor’s Degree / Graduation Post graduation Preferable with min 15+ years’
Qualification, experience managing Customer Relations in an Auto OEM / Other industry.
experience, skills  In Depth Understanding of Monitoring Customer Satisfaction and should be well versed
with Studies on consumer feedback.
& knowledge
 Excellent spoken and written English, strong & pleasing personality.
 Should have excellent presentation and data analytical skills.
 In-depth knowledge of customer service software and databases.
 Good understanding of sales and Service SOP’s.
9 Competencies &  Customer Focus and attuned to Customer Delight.
cultural  Process Improvement and Problem Solving,
requirements  People Skills, Teamwork, People Management, Managing Processes and Emphasizing
Excellence.
 Ability to achieve outcomes with minimal direct supervision.
 Strong interpersonal and communication skills (written and verbal)
 Well versed latest practices in Consumer Insights management.
 Should be digital platforms savvy.
 Should have good tolerance levels for managing situations.
10 JD Prepared by
11 HR Review by
12 Date

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