Consumer Experience Executive


TATA PRAVESH


  • Location Mumbai; Chennai
  • Exp. 2 - 5 years
  • Salary ₹ 33,333 - 50,000 Per Month ( 4.00 - 6.00 Lacs Per Annum )
  • Education Graduate
  • Gender Male/Female

Job Description

Job Type: This is contractual job for 2 years on the payroll of TeamLease.

Job Objective:

  • To ensure building and operationalizing the consumer service / installation teams in their respective territories
  • Ensure 60%+ NPS rating, based on consumer satisfaction
  • Ensure complaint management systems are working smoothly and personally attend to major consumer complaints in the region and ensure fast resolution
  • Manage 15-20 service agencies in the allocated territory
  • Build capabilities in the installation teams
  • Implement initiatives in-line with Tata Steel expectations
  • Ensuring a consumer driven mindset always

 

Primary Responsibilities:

1. Territory Management on Service

  • Map the market based on sales volumes (Current and future) and identify micro market locations where they need to install a service network
  • Appoint the installation / service teams (either through distributors or 3rd party agencies)
  • Ensure the service teams are fully staffed for the on-ground requirements
  • Train the service teams and tool them with the relevant installation kits
  • Understand the geography-wise service plans/ KPIs for Tata PRAVESH from superiors and cascade them to locations; ensure achievement of same
  • Identify potential improvement areas and suggest them to seniors

 

2. Consumer compliant Management

  • Smooth functioning of consumer complaint management system in the relevant territory Ensure all complaints are logged in the system and resolution happens as per pre-defined norms
  • Personally, visit consumers in case any major complaint arises. Ensure prompt resolution to the consumers satisfaction
  • Dip stick consumer visits to ensure satisfaction levels are up on both installations and complaint management
  • Ensure the NPS (Net promoter score) survey happens post installation and consumers are correctly entering their feedback. Ensure a consistent score of 60-70% NPS

 

3. Accessories and Parts management

  • Ensure distributors and dealers are keeping the right amount of fitment accessories so as to ensure timely installation
  • Ensure all installers carry the right fitment accessories while visiting the consumers

 

4. Self-Development

  • Participate in performance reviews and knowledge sharing sessions
  • Incorporate feedback provided in regular day-to-day working
  • Submit all required reports/ MIS/ competitor profiles on time

 

5. Initiatives

  • Support in implementation of initiatives for improvement in the current systems & processes
  • Oversee any other work as per business need as communicated by the Superior

Preferred Skills

Customer Service Query Resolution Vendor Relationship Management

Selection Criteria

Experience:

  • Must be a graduate with fluency in English. An MBA is preferable though not necessary
  • Required minimum of 2-3 years of service management experience in the following industries
  1. FMCG / Consumer durable industry
  2. Service oriented industry (2W, tire, furniture, plumbing, electrical, white goods, etc.)
  3. Consumer choice industries (office equipment, hospital equipment, commercial vehicles etc.) is a plus

 

Capability:

  • Proven track record managing a service team
  • Consistent history of achieving targets
  • Must be comfortable with daily local travel and following a journey plan
  • Outstanding verbal and communication skills must be well versed in English and relevant local language and dialects
  • Well-groomed and street smart
  • Comfortable with use of technology (tablet, mobile phone based apps) on a daily basis
  • Comfortable with MS Word, Excel and Power Point


Mindset:

  • Result driven- aims at pushing identifying every opportunity and converting it
  • Adept at building and developing the service teams
  • Deeply consumer centric, understand how the consumer thinks
  • Authentically curious, keen to learn and improve
  • Integrity is fundamentally important
  • Desire to make a real difference
  • Naturally entrepreneurial mindset keen on developing a new business

About TATA PRAVESH

Tata Pravesh, the new brand in Tata Steel's portfolio, offers the complete range of stunning and strong Home Solutions like Steel Doors (Residential & Commercial both), Windows and ventilators.

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