Purpose of the Role

To bring in Customer Focus by setting up and measuring customer experience delivery standards commencing from various customer feedback like complaints and sales delivery feedback. Handling the customer complaint s with a sole purpose to reduce the same with systemic approach through root cause analysis

Job Responsibility

Customer Complaint Management
- Directing the team to design the customer complaint management workflow and escalations, designing the escalation desk for all top management escalations, monitor the communication and training w.r.t the workflow to all stakeholders and users
- Reviewing the top management escalation and presenting the bottleneck and pain areas to the top management, initiate through team process of consolidating complaint escalation and complaint closure monitoring in time, drive team to align complaints to customer satisfaction measurement.
- Guide the team to draft policies of service denial and service recovery, complaint analysis to identify required changes in process and product,



monitor complaints per thousand customer and share the same with the relevant stakeholders. In order to ensure timely and quality resolution of all customer complaints and build positive word of mouth
- Interaction with call center for process modification and Customer handling.
- Interacting with IT team from time to time to modify or improve the complaint module in the CRM system with the BRD
- Organizing the bottom performing dealers review every month with CPTV, TAT for improvement
- Review with Zonal & Regional team on weekly basis on the L4 & Escalated complaints for faster closure of complaints
- Coordinate with group Chairman office for the escalated complaints for urgent action
- Talk to the critical customers on daily basis for better understanding of the complaints
- Review with the Zonal team members on regular basis to drive the RCA and preventive action to reduce the complaints related to Dealer involvement
- To pr

📌 General Manager – Customer Engagement (Mumbai)
🏢 TataMotors
📍 Mumbai