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 Automotive IndustryEducation 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 Job Segment Engineer Automotive Engineering