Handle customer enquiries, answering any questions and queries in person, over the phone, or online. Provide support and comprehensive product / service information to customers. Build relationships with customers. Assist customers in making purchasing decisions.

A Customer Service Advisor, or Customer Service Assistant serves as the first point of contact for customers seeking to obtain advice from a company or organisation. Their primary duties include answering customer enquiries, making product recommendations or suggestions and providing information about services or products.

Purpose of the Role

The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.

Job Responsibility

Contribution to planning: Prepare and recommend action plans on vehicle retention and inflow growth Audit, analyse and implement action plan on process improvement. Design & Plan SLAs between channel partners and fleet customers

Key actions and decisions (Long term and Short term: Inflow increase and Channel Partner satisfaction Monitor status of pending claims of CP and seek approvals as required on payment release Implement/ monitor and increase body shop conversions, productivity and new initiations Execute and monitor of customer connect initiatives with CP Service Process & Marketing Oversight Monitor, analyse and act on improvement of service parameters. Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive Service Support Activities Management ( Technical Service Support, Spares & Training) Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution Coordinate with RPM for parts availability and monitor VOR% at Channel Partners Check and authorize part failure claims. Service Activity – Corporate & Fleet customers Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team

Nature of problems faced/ Scope of improvement opportunities: Resolve all customer complaints in co-ordination with CP. Escalate product concerns through DIR/CCIR. and communicate back to CP Identify training gaps, nominate CP manpower for all courses and monitor certification status

Stakeholder Profiles & Nature of Interactions

Internal

Service Process Auditing service process progress Review and updating critical customer complaint

Service Marketing Track service marketing figures

Productivity Updating report on workshop productivity

Body shop Updating body shop progress

Spare Parts Support for parts requirement on urgent basis.

SE&TS Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit

ATC Training requirement and conducting and on assessment/ Certification support.

Customer Experience Customer Complaints update/ execution process and CUP 52 parameters and deployment

Legal Communications on legal cases details & follow up.

External

Customer Service Experience & product performance feedback from customers and responses from us.

Vendors Support in field and specific cases

Dealers Performance progress and concern areas

Suppliers supplies / support in field for camps and schemes & support

Corporate and Fleet Customers Regular connection with the customers to ensure customized service solutions.

Desired Candidate Profile

Minimum education qualification BE /B.Tech

Minimum experience requirement 5-6 year

Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution

Skills & Competencies

Passion for customer – sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder

Senior Manager – EV Customer Service

Position Summary with Job Responsibilities

Designation: Customer Support Manager – EV
Job Summary:
To ensure customer satisfaction from the services provided by Dealerships/TASC, providing regular feedback to manufacturing teams on products and improving the quality, service delivery and profitability at the Dealerships/TASC as per prescribed targets and guidelines, within the framework of company policies and timelines.
Qualification: BE / B Tech.
Work Experience: 3 – 5 years.

Education

Work Experience

Job Responsibilities:
•Coordinating after sales services of assigned setups.
•Monitoring & development of Workshop’ manpower, Service Process Implementation, Service Standards at workshops, Resolution of Customer complaints.
•Conducting training program for customer drivers for better performance and customer engagement.
•To get the setups prepared in term of Tools, Spare Training of manpower for service / support of newly introduced product.
•Responsible for Spare Parts Business, Ext. Warranty & AMC Business for assigned setups.
•Responsible for Spare parts inventory management at setup to enhance the profitability of the setup.
•Coordination with Plant / Warehouse for Spare parts availabilitOrganizing Service /Parts promotion activities – Ensuring customers’ loyalty and retention
•Conducting Dealer Mechanic Meet/ Training regarding new designs & implementations.
•Coordination with OEMs for resolution of customer complaints.
•Coordination with Plant & quality for filed issue & product improvement.
•Meeting with customer and driver to review vehicle performance to enhance product performance.
•Review service requirement in area and enhance network reach.

Tata Motors Leadership Competencies

Customer Centricity – Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations

Developing Self and Others – Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel

Driving Execution – Translating strategy into action and execution

Leading by Example – Encouraging and following ethical standards

Leading Change – Recognizing the need for change, initiating and adapting to change

Motivating Self and Others – Inspiring teams and individuals