Customer Complaints Management & Social Media (Online Reputation Management) 1.Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
- Monitor Turn Around Time (TAT) for Resolution
- Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution
- Real Time Alert for high sentiment situations
- Take ownership for key critical organisational reputation influencing situations
- Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
- Internal Escalation - Highlight Opportunities for Error and Escalate Real time
- Provide end to end Sales support to field teams
- Support on EV Charging ecosystem end to end
Customer relationships
- Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
- Act as SPOC to manage EV customer relationships for EV customers
- Work on Intello poor feedback
- Manage the Unscheduled visits / WH customers and their concerns
Field Sales Support
- Real time Field Support on Key concerns (handling approach)
- Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales)
- Drive corrective actions based on RCA (Root Cause Analysis) of escalated concerns through AO teams
Real time alerts on Senior Management Escalations
Experience
3-5 years
Background in Customer experience
GET + 2/3 years with intention to move in Customer Engagement/Sales support can be considered
Industry Preferred
Auto 4-wheeler (preferred) with CRM Profiles Can explore luxury OEMs/ Consumer durables,Technology - Customer Care, Airlines, Hospitality, eCommerce
Qualifications
Graduation preferably Engineering/BE (Auto/Mech./Production) MBA (optional)
General Requirements
Designing & Implementing Customer Experience
Understanding of Sales ecosystem
Market Acumen & Market Intelligence
Incident Management
Product Knowledge & Application
Basic technical understanding
Ability to deliver excellent customer experiences in a very active environment and to be invigorated by constant personal interaction.
Strong interest in technology, particularly EV/ software products
Our commitment to Diversity, Equity, and Inclusion