lead customer engagement center in chennai

randstad india
position type
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chennai, tamil nadu
position type
10 To 18
reference number
randstad india
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job description

lead customer engagement center in chennai

?Develop and lead Customer relationship
To define the CEC brief process and adapted speech
To define the customer relationship commercial policy and drive this forward within the CEC
To implement customer quality action plans,
To analyse my local market, benchmark competitors and customer quality KPI,
To manage customer claims, with traceability and action plan,
To ensure link with social network agency and provide speech and content
To realize feedback on customers interactions to improve the speech and process

CEC Management
To ensure that there is a good match between CEC supplier team and the needs of S&M : recruitment, training, qualifications, staff changes,
To set CEC objectives and track individual performance against them,
To lead the CEC steering committee (kpi, costs, process, quality, etc.),
To coach, guide and challenge the CEC team,
To develop and analyse customer satisfaction surveys and guide CEC to improve the quality of service.

SOL building tool
To set SOL process and tool,
To set sales and delivery forecasts and draw up action plans to achieve them,
To integrate finance, service contracts and accessory sales in SOL,
To ensure link with digital team, network development, marketing and quality to set up SOL
To propose communication, specific offers and commercial operation for SOL,
To ensure that the product offer is visible (new vehicle showroom display, choose demonstrator vehicles which support good communication and marketing plans).

?Green field company, Auto OEM company

Client Introduction
?A french based car manufacturing company which is setting up their new plant in CHennai.


?Customer Engagement, call center, Auto OEM


?BE with 10 + years of experience in Customer support from Auto OEM companies