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Seekers for Assistant Manager - Customer Quality Assurance

3.00 to 4.00 Years   Kolkata   18 Aug, 2022
CEAT VENTURES LIMITED
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryNBFC ( Non Banking Financial Services )
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    ROLE TITLE: CQA_Assistant Manager BASE LOCATION: REPORTS TO: MANAGER-CUSTOMER SERVICE JOB PURPOSE: TO PROVIDE QUICK CUSTOMER SERVICE TO OEMs & REPLACEMENT CUSTOMERS/PRODUCT FEEDBACK. KEY RESPONSIBILITIES:
    1. To ensure customer retention through effectively addressing customer needs and requirements.
    2. Ensure prompt closure of customer complaints within the designated area and if required outside the area.
    3. Keeping a track of product performance (CEAT vs Competition) and reporting the same on a periodical basis.
    4. Ensuring correct fitment of NPD tyres and a smooth tracking of new as well as retread tyre performance.
    5. Regular interaction with retreaders (for retread data) and casing dealers (for scrap data)to create a positive opinion on the products.
    6. Prompt reporting of product failures to within system.
    7. Regular visits and training to OEM franchisees on tyre failures and resolution.
    8. Close coordination with CEAT personnel for getting the complaints attended.
    9. OEM Approval
    10. CSS Survey & Action Plan
    FUNCTIONAL COMPETENCIES
    • Customer Orientation (Capable)
    (Cultural orientation to engage with customers, proactively assess their needs and continuously create value for them)
    • Proficiency on Claim Analysis
    (Technical knowhow/ability on product features/damages/ claims/complains & effective resolution)
    • Business Focus (Capable)
    (Knowhow on organization mission, Code of conduct, product SKUs, accountabilities w.r.t market scenario & competition & ability to apply in ones role)
    • Computer (Capable)
    MS Excel, Power Point and Word MANGERIAL COMPETENCIES
    • Analytical
    (Analyzes issues and breaks them down to component parts.Makes systematic and rational judgments based on relevant information)
    • Supportive
    (Interacts with others in a sensitive and effective way)
    • Persuasive
    (Influences, convinces or impresses others in a way that results in acceptance, agreement or behavior change)
    • Decisive
    (Demonstrates readiness to make decisions, takes the initiative and originates action)
    • Coordinating
    (Motivates and empowers others in order to reach organizational goals) Proficiency Levels for Competencies:- Basic - elementary understanding & familiarity Foundational - ability to apply knowledge in certain areas Capable - solid understanding and ability to apply knowledge in most areas Advanced - Thorough in-depth understanding PREFERRED AGE 24-2 24-25 Yrs QUALIFICATION Diploma / B.E EXPERIENCE 3-4 Yrs SPECIAL REQUIREMENTS (IF ANY) Knowledge of CQA & MQA Activity,

Keyskills :
salesmisaccountstatbankingcode of conductcustomer servicecustomer retentioncustomer complaintsintelligent networksoemnpdcqa

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