Manager, Customer Quality - NMIPL at Nissan · Gurugram

Manager, Customer Quality - NMIPL Location: Gurgaon - NMIPL EXPECTED END RESULTS MAJOR ACTIVITIES Meeting Q-VOC Sales Objective Make strategy for Q-VOC Service KPI achievement Plan actions based on the strategy Get the actions implemented through stake holders Review the effectiveness of actions Customer complaint Management Capture the customer VOC through various sources like CEC, Email, letters SM Analyse the complaints & do the root cause analysis Plan strategy to reduce complaints through proactive actions & improve customer satisfaction Create visibility on VOC Form & lead CFT for escalated complaints Conduct Daily QRQC Escalation Management Handle Top Management & AMI escalated complaints Co-ordination with Field AS, TCS, Techline, Field Sales to provide solution to critical complaints Timely acknowledgement to customers and status updates to top Management Creating customer delight “Customer Connect “ Plan & executive customer connect programs to ensure 100% customer satisfaction Drive Dealer Motivation programs for high performance on CS CEC Management Overseeing the management of call centre Monthly review Manpower & Resource Planning Ensuring timely cascade to Call Centre Ensuring quality while keeping cost in control Ensure CEC VOC survey PDCA based on Survey result KPI achievement basis CEC VOC Survey Others Co-ordinate with region team for various activities related to CQ Manage the Budget for CQ Activity Gurugram Haryāna India