Manager- Customer Support

Responsibilities & Key Deliverables

1. Actions for Prevention of Concern generation
- Proactively identifying and feeding regional offices on probable area of concern generation and trends, which can be contained and in turn reduce customer escalations through:
WhatsApp 
Intello
Customers with high unscheduled visit to Workshop
2. Sr Management Escalations Reporting
- Co-ordinating & keeping track with the RCCMs for the Root cause and Action Taken on the Senior Management Escalations.
- Sharing link with the management for Sr management escalations for ready reckoner
- Preparing & Sharing Sr Management report with Customer Care Lead
3. Auto Crisis - Red and orange level cases  Reporting
- Ensuring timely update and resolution of Red level & orange level cases
- Sharing link with the management for Sr management escalations for ready reckoner
- Preparing & Sharing Auto Crisis report with Customer Care Lead
4. ABND & Thermal Cases
- Ensuring timely update and resolution of ABND & Thermal Cases
- Sharing link with the management for Sr management escalations for ready reckoner
5. CX Review Deck Update - MD Deck
- Consolidate data from various sources and update the CX Review Deck
6. LCRM / VoCX
- Review the Open Concerns pan India on a daily basis for sharing with Senior Management
- Prepare reports of the activity based on the customer's feedback received on calls

Preferred Industries

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; MBA (preferred)

General Experience

5-10 Years in Automobile Industry

Key Skils: Customer Sensitivity, Service Orientation, Service Management, Consumer Focus, Customer Relationship Management