Purpose of the Role The role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvement

Job Responsibility

- Job Responsibility
- Customer Satisfaction

Deploy & Monitor Service Process & Customer Satisfaction

Audit and implement action plan for process improvement.

- Complaints Management

Actions to reduce complaint generation & deploy internal review mechanism

Monitor Escalations & handle resolutions for Satisfactory closure

Monitor & internally escalate for support for timely complaints closure

- Workshop Productivity

Monitor & review productivity status for improvement.





Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners

Co-ordinate with RPM for Parts Support

Review & analyse Revisits of customers

- Service Marketing & Customer Retention

Train & Promote sale of Customer Retention products

Suggest Customer Reach & inflow enhancement strategies to Channel Partners

Workshop COB Coordination & activation

- Technical Coordination

Coordinate with RTSM for Tech Support requirements

Coordinate for JIR(Joint Investigation Report) & technical feedback to plant

Ensure speedy completion of Updation campaigns

Identify training gaps, nominate CP manpower for courses and monitor certification status

- Education - BE in Mech / Elec / Automobile

Relevant Experience : 4-12 Years

Skills & Competencies
- Skills –

Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management

📌 Senior Manager - Customer Service (Kochi)
🏢 Tata Motors Global Services
📍 Kochi