Deputy Manager - Customer Support

Responsibilities & Key Deliverables

Accountabilities:

• Co-ordinating & keeping track with the CCMs/RCCMs for first connect (L1LC) on Critical escalations, updating in the system & followup for the Root cause and Action Taken until concern closure. Sharing case update & summary with the management for Sr management escalations for ready reckoner.
• Follow up with the field team on status update of open cases & assist with suggestions for quality closure 
• Ensure L1LC TAT (First connect with customer), Binning TAT, Concern closure TAT & satisfaction closure as per the targets 
• Following up & keeping track on timely closure of open concerns which are pending for more than 2 days 
• Track cases where the customer escalated of "no response" post L1LC updated in the system. 
• Create / update content for learning sessions catering to various role holders for CX actions, DMS & Power BI:
  - Newly recruited ASM/CCM/CEM
  - Newly recruited RSM/RCCM
  - GET
  - Dealer CRM / CRE
  - New Dealer Orientation
• Preparation of Customer Escalation insights with actionable for Pre-Sales, Sales & After Sales
• Ensuring correct regional stakeholder to sign on POA basis the revised RO allocation
• Visit to field & MRC to understand processes, highlight gaps, take feedback, Cascade Best practices, etc. 
• Business sustainability audit and IT security audit
• Proactively following with RO team on ITC (requests) generated by customers to ensure timely update and closure in system and in turn reduce customer escalations
• Consolidate data from various sources and update the CX Review Deck with initiatives & action taken for review with management
• Ensuring that the Legal monthly case updates & monitoring with the Legal team
• Escalating the Ethics & Governance cases to the field, ensuring timely update on the cases and providing the update to the Ethics team until case closure.
  Maintaining tracker to ensure all the complaints are closed with proper closure remarks and followup on Open cases until closure

Preferred Industries

Education Qualification

General Experience

3-5 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality, e-commerce