As a Customer Engagement Manager at Mahindra Electric Automobile Limited, you will play a pivotal role in managing and enhancing customer interactions and safeguarding the company’s reputation across multiple platforms. Your key responsibilities will include:
- Implementing and overseeing structured processes for Customer Complaints Management within Dealer and Regional offices, ensuring qualified handling and timely resolution of issues.
- Monitoring and managing Turn Around Time (TAT) to guarantee prompt responses and solutions to customer queries and complaints, maintaining high customer satisfaction levels.
- Ensuring adherence to established protocols for social media monitoring, including active listening to customer voices, managing first-level issue closures, and providing continuous updates throughout the resolution process.
- Generating and responding to real-time alerts for high sentiment situations to protect and promote the organisation’s brand reputation.
- Taking ownership of critical reputation-influencing situations,
coordinating closely with internal teams and external partners such as Sprinklr and other social listening tools to gather insights and respond effectively.
- Facilitating internal escalations by identifying errors or gaps and recommending improvements proactively.
- Providing comprehensive sales support to field teams, aiding them in addressing customer concerns and enhancing customer experience.
- Supporting the entire Electric Vehicle (EV) charging ecosystem process by engaging with customers and stakeholders to resolve issues and improve service delivery.
- Building and managing strong customer relationships by engaging courteously and respectfully to foster loyalty, acting as a Single Point of Contact (SPOC) for EV customers, and addressing unscheduled service visits and concerns diligently.
- Offering real-time field sales support by monitoring repeated escalations, collaborating with region