Job Description

Responsibilities & Key DeliverablesCustomer 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 incidentsManage 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 groundSenior Management Escalations
1. Real time alerts on Senior Management EscalationsInterdepartmental 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.Experience4-8 yearsIndustry PreferredAuto 4-wheeler (preferred) with CRM Profiles
Can explore luxury OEMs/ Consumer durables, Technology - Customer Care, Airlines, Hospitality, eCommerce - customer supportQualificationsBackground in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)
Exposure to Customer Care
(GET + 2/3 years with intention to move in Customer Engagement can be considered)General Requirements

Mahindra & Mahindra