R Customer Relation Manager (Service) - Roles & Responsibilities
1 Attendance Register / Biometric and Minimum office attendance should be 95%
2 Pre intimation of leave before 4 days is must, leave application should be approved by SM in advance.
3 Candidate is responsible for NPS score target as per RIPL.
4 Monitoring and adherence of Standard operating Care process.
5 Monitoring of requirement of enablers as per Care Process.
6 Evaluation of reports shared to Care Champion and Renault.
7 Monitoring the CR department KPIS SDR/PSF/IFC as per the Target.
8 Arranging and organizing the Service Promotional activities as per RIPL nb
9 Involve in Critical Customers case as and when required.
10 Handling and attending all source of customer complaints issues and required corrective action to minimize the same.
11 Taking the reports from all CR Department key role Holders . CRE'S/Drivers/Housekeeping Staff.
12 Prepare monthly improvement plan for Contact, appointments & turn up ratio and lost customer.
13 Update to concerned SA about complaint received for their vehicle & action
14 Responsible for Resolution of all customer complaints within 3 days.
15 Weekly report on nature & trend of complaints received with status of pending 'vs' resolved complaints, make a action plan with SM to minimise customer complaint.
16 Quality meeting board is updated as per norms.
17 Customer complaint Reply on all source of complaints.
18 Replies and Update on customer complaints escalation to RIPL.
19 Correspondence to Interdepartmental on various issues like DMS/Internet, Housekeeping, etc.
20 Preparation of Presentation on activities done/Montly Review and its MOM.
21 Sharing of all CR department required reports to SM/GM as per applicable.
22 Responsible for maintaining the Customer Satisfaction KPIS.
0 - 1 Years
01 Openings
2.0-4.0 Lac/Yr
Hadapsar Pune 
Face-to-Face interview
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