About the opportunity
Job Overview
<p>Quality Manager (QM) is the overall In-charge of the Quality maintenance and customer grievance handling and management of customer conveniences of NEXA.</p>
<p>1) </p>
<p>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).</p>
<p>2) </p>
<p>Capturing customer concerns, complaints through calls and customer visits and ensuring all NEF (Nexa Experience Follow up) practices are followed. </p>
<p>3) </p>
<p>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.</p>
<p>4) </p>
<p>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,</p>
<p>5) </p>
<p>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. </p> <p>1) </p>
<p>Responsible for Showroom maintenance, cleanliness and car displays. Ensure that dealership is well maintained as per CI Audit norms and standards.</p>
<p>2) </p>
<p>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.</p>
<p>3) </p>
<p>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.). </p>
<p>4) </p>
<p>Ensuring implementation of NEXA SOS (Sales Operating Standards) and MIS.</p> <p>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</p>