Job Description
Customer Complaints Management Social Media (Online Reputation Management)
1. Follow the processes on Customer complaints Management in Dealer Regional office fraternities
2. Monitor Turn Around Time (TAT) for Resolution
3. Take ownership for key critical organisational reputation influencing situations
4. Internal Escalation - Highlight Opportunities for Error and Escalate Real time
5. Immediate connect with customers in case of any thermal incidents
Manage Customer relationships
1. Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
2. Act as SPOC to manage EV customer relationships for High profile customers
3. Work on Intello poor feedback
4. Manage the Unscheduled visits / WH customers and there concerns
5. Manage relationships with key clients (corporates/governemnt customers fleet)
Field Support
1. Real time Field Support on Key concerns (handling approach)
2. Monitor Repeat Escalations and discuss solutions
3. Perform RCA (Root Cause Analysis) and share insights across RBMs, ZBMs, PVT, Incidentology
4. Work in close coordination with CX teams on ground
Senior Management Escalations
1. Real time alerts on Senior Management Escalations
Interdepartmental Feedbacks and Connects
Product Planning Marketing Sales Service Technical teams etc.
Others
1. Upgrade knowledge of EV products and services and provide inputs to sales service capability teams.
Experience
Graduation preferably Engineering/BE (Auto/Mech./Production)
MBA (optional)
Industry Preferred
Auto 4-wheeler (preferred) with CRM Profiles
Can explore luxury OEMs/ Consumer durables,Technology - Customer Care, Airlines, Hospitality, eCommerce - customer support
Qualifications
General Requirements
Designing Implementing Customer Experience
Market Acumen Market Intelligence
Incident Management
Customer Care Service Management
Product Knowledge Application
Basic technical understanding
Ability to deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.
Strong interest in technology, particularly EV/ software products
