Responsibilities & Key Deliverables

Enhancing Customer Satisfaction through quick resolution of customer escalations

Ensure prompt 1st Level Loop Closure of Senior Management escalated concerns through Customer Care team & Senior management social media concerns through CC and Tweet teams

Listening Organisation 

• Gather All round information on Customer Voices escalated to senior management across the organisational Listening design framework

Senior Escalated Complaints Management & Senior Management Social Media Cases (Online Reputation Management)

• Real time alerts on Senior Management Escalations
• Twice a month Updates to CEO | President | ED and MD | Associates at Corporate offices
• Tracking 100% senior management cases & ensuring record accessibility of the same with all relevant stakeholders
• Ensure loop closure and customer satisfaction of all senior management escalations
• Real Time Alert for high sentiment situations
• Take ownership for key critical organisational reputation influencing situations
• 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 senior management escalated concerns through AO teams
• Training on Customer handling & RCA

Concern Management TAT

• Design Robust processes on Customer complaints Management in Dealer & Regional office fraternities
• Follow through for cases open >4 days for timely & quality closure
• Ensure timely closure of customer complaints & system adherance by dealership 
• Ensuring proper TAT assignment to cases (M&M related) by coordination with Cross functional departments
• End to End Quality closure of cases related to parts, product, Thermal & ABND cases
• Close loop follow up on Senior management escalations with current status as a ready reckoner

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

Interdepartmental Feedbacks and Connects 

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

Education Qualification

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

MBA preferable

General Experience

4-8 Years in Automobile Industry (CRM Profiles)

Primary Skills (Functional)

• Market Acumen & Market Intelligence
• Incident Management
• Customer Care & Service Management

Secondary Skills (Functional)

• Product Knowledge & Application

Behavioural Competencies/ Skills

• Customer Focus
• Relationship Management