• Incharge of customer care back office. • Accountable for CCCF management, MIS, concern age analysis and other reports. • Monitoring Top 2 Box ratings, analyse root causes for dissatisfaction and driving corrective and preventive actions. • Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.) • Drive service marketing activities through tele-calling to improve vehicle retention. • Planning customer events / clinics to build strong relationship with customers. • Pareto analysis of customer concern by using 7 QC tools. • Upkeep of process circular file and sharing with all concerned.
