Customer Engagement Manager 3 - Meal

Responsibilities & Key Deliverables

Customer Complaints Management & Social Media (Online Reputation Management)

1.Follow the processes on Customer complaints Management in Dealer & Regional office fraternities

2.Monitor Turn Around Time (TAT) for Resolution

3.Take ownership for key critical organisational reputation influencing situations

4.Internal Escalation

• Highlight Opportunities for Error and Escalate Real time

5.Immediate connect with customers in case of any thermal incidents

Manage Customer relationships

1.Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty

2.Act as SPOC to manage EV customer relationships for High profile customers

3.Work on Intello poor feedback

4.Manage the Unscheduled visits / WH customers and there concerns

5.Manage relationships with key clients (corporates/governemnt customers & fleet)

Field Support

1.Real time Field Support on Key concerns (handling approach)

2.Monitor Repeat Escalations and discuss solutions

3.Perform RCA (Root Cause Analysis) and share insights across RBMs, ZBMs, PVT, & Incidentology

4.Work in close coordination with CX teams on ground

Senior Management Escalations

1.Real time alerts on Senior Management Escalations

Interdepartmental Feedbacks and Connects

Product Planning | Marketing | Sales | Service | Technical teams etc.

Others

1.Upgrade knowledge of EV products and services and provide inputs to sales & service capability teams.

Experience

4-8 years

Industry Preferred

Auto 4-wheeler (preferred) with CRM Profiles

Can explore luxury OEMs/ Consumer durables, Technology

• Customer Care, Airlines, Hospitality, eCommerce - customer support

Qualifications

Background in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)

Exposure to Customer Care

(GET + 2/3 years with intention to move in Customer Engagement can be considered)

General Requirements

Job Segment: Field Service, Manufacturing