Job Description

Responsibilities & Key Deliverables

Enhancing Customer Satisfaction through delightful Customer Experience. Ensure prompt 1st Level Loop Closure of escalated concerns through Customer Care team at HO & social media concerns through CC and Tweet teams

Listening Organisation

• Gather All round information on Customer Voices from all channels across the organisational Listening design framework - 100,000+ Interactions monthly

Customer Complaints Management & Social Media (Online Reputation Management)

• Design Robust processes on Customer complaints Management in Dealer & Regional office fraternities
• Monitor Turn Around Time (TAT) for Resolution
• Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution | Quality Resolution
• Real Time Alert for high sentiment situations
• Take ownership for key critical organisational reputation influencing situations
• Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
• Internal Escalation - Highlight Opportunities for Error and Escalate Real time

Field Support & Field Capability Development

• Real time Field Support on Key concerns (handling approach)
• Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales and Service)
• Drive corrective actions based on RCA (Root Cause Analysis) of escalated concerns through AO teams
• Training on Customer handling & RCA

MRC Operations (call Centre) & \'RSA Partner Support

• Responsible and accountable for all interactions across channels (Telephony | Emails | Chat | Digital & Social Media)
• Govern Customer support both in terms of productivity and Quality of interactions with the customer
• Monitor and Improve the KPIs (Response time | C-Sat | Handling Time | SLA adherence)
• Commercial Negotiations | Ad-Hoc campaign Support demand etc
• Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales and Service)
• Liaise with Allianz, Europe Assist & TVS

Senior Management Escalations

• Real time alerts on Senior Management Escalations
• Twice a month Updates to CEO | President | ED and MD | Associates at Corporate offices

Insights, process improvements & Reviews

• Analyse Data trends & draw insights with different data sets on customer voices, identify opportunities and share with the various parties for action
• Structured and Layered reviews with Dealers | Regional offices
• Benchmark Industry best practices and improve customer facing processes periodically

Interdepartmental Feedbacks and Connects

• Product Quality | Product Planning | Marketing | Sales | Service etc
• Handling Legal Cases | Quarterly Legal reviews etc

Experience

10-15 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality, eCommerce

Qualifications

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

MBA preferable

Critical Experiences

• Exposure to Customer Care and experience of handling a help desk
• Handling team & call centre

Primary Skills (Functional)

• Designing & Implementing Customer Experience
• Market Acumen & Market Intelligence
• Incident Management
• Customer Care & Service Management

Secondary Skills (Functional)

• Product Knowledge & Application
• Financial Management

Behavioural Competencies/ Skills

• Customer Focus
• Relationship Management

Mahindra & Mahindra