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 solid 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