Job Description

Responsibilities & Key Deliverables



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

Around 5 years

Background in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)

Exposure to Customer Care
Industry Preferred
Qualifications

Graduation preferably Engineering/BE (Auto/Mech./Production)

MBA (optional)
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



Job Segment: Field Service, Engineer, Manufacturing, Engineering