Responsibilities & Key Deliverables1. Deliver Exceptional Customer Experience: Ensure the delivery of a superlative customer experience at all touchpoints.
2.Resolve Complex Customer Concerns: Handle unresolved customer concerns, both technical and dealer-related, from earlier stages. Investigate issues thoroughly, collaborate with relevant teams to find solutions, and communicate resolutions back to customers.
3. Technical Issue Resolution: Work closely with Tekline functions to resolve technical customer concerns efficiently.
4. Dealer Handling: Collaborate with key role holders at dealerships to address and resolve dealer-related concerns.
5. Maintain Concern Repository: Keep an organized repository of all sources of concerns, including website, emails, social media, and dealership interactions.
6. Collaborate with Stakeholders: Work with key role holders at dealerships and M&M, adhering to established processes and deadlines.
7. Agility in Addressing Concerns: Display agility in addressing concerns within the stipulated Turn Around Time (TAT).
8. Analyze Customer Feedback: Analyze customer feedback, whether direct complaints or general feedback, using tools like Intello. Identify trends from the data and report to leadership for improvements in product design, service, or overall processes.Education QualificationBachelor of Technology; Bachelor of EngineeringGeneral Experience3 to 8 yearsCritical ExperienceSystem Generated Core SkillsCustomer SensitivityService OrientationService ManagementSystem Generated Secondary SkillsConsumer FocusDealer Relationship ManagementService Planning
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