Scope of the Role
Quality Manager (QM) is the overall In-charge of the Quality maintenance and customer grievance handling and management of customer conveniences of NEXA.
1)
Responsible for ensuring that Dealership Goals are achieved with respect to NEXA SCORE CARDS, Customer Delight Index, Standard Operating Practices (SOP) and Customer Complaints (CC/1000).
2)
Capturing customer concerns, complaints through calls and customer visits and ensuring all NEF (Nexa Experience Follow up) practices are followed.
3)
Responsible for keeping in contact with Customers from booking stage through Post Booking Follow up calls, Welcome Emails, pre-delivery calls, Post- Sales Follow up calls (NEF-1 and NEF2) and ensuring that customers are happy throughout the sales life cycle from enquiry to Delivery leading to a customer Delight and giving an “EXCELLENT” feedback about the sales experience and dealership.
4)
Handling Customer Complaints, response within 1 hour, collecting relevant documents, preparing Root Cause Analysis, taking corrective actions, getting RCA approved, sending Apology and Clarification emails, collecting Satisfaction Note from customer.etc for closure of complaints,
5)
Responsible for communicating to MSIL TSMs for taking up cases for closure of complaints/ putting cases on hold etc. by reducing the Turn Around Time.
Job Description
1)
Responsible for Showroom maintenance, cleanliness and car displays. Ensure that dealership is well maintained as per CI Audit norms and standards.
2)
Ensure that Floor Manager, Pantry staff, Valet, and other Showroom Executives are attending their customers with utmost hospitality and as per NEXA guidelines. Guide them wherever necessary.
3)
Ensuring all car deliveries and performed with great satisfaction of customers as per norms specified by MSIL from time to time (with respect to Chocolates, Flowers and other accessories etc.).
4)
Ensuring implementation of NEXA SOS (Sales Operating Standards) and MIS.
Ideal Candidates
CUSTOMER CARE MANAGER/QUALITY MANAGER (Female) Experience: 2 - 3 years Qualification: Any Degree Location : NEXA Kokkalai (Thrissur) Contact Person: Bantish P Jose (DHRM) Please forward your resume to: dhrm@brdcarworld.net Contact No. : 85940 11611
Key Skills
Benefits
Schedule
Qualifications
- Graduate (Preferred)
- Total work: 2.0 Years (Preferred)
Hiring Insights
- Hiring 1 candidates for this role
- Hiring in 2 to 4 weeks
