Job Title:
Sr. SME, Operations
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Experience – SME needs to be a certified diagnostic expert / certified maintenance technician / certified system technician, having prior experience of working with a luxury automotive dealer/retail. Should have hands-on experience of working on luxury automobiles. Prior experience with MBIL dealer will be a preference.
Role and Key Responsibilities:
• Coordinate with Client team and Advisors
• Client/Customer/People Management
• Handle Escalations
• Real time support to frontline agents for any technical (automobile) issues
• Connect with customers of luxury automobile brand to get information in order to diagnose the problem and provide technical explanation.
• Get into daily/weekly/monthly connects or reviews with clients and internal stakeholders to share analysis, challenges, updates, etc.
• Regular reporting to create visibility of the insights and challenges to stake holders
• Create, Plan and design trainings for the frontline agents
• Should confidently be able to provide the RCA for any escalations / case in detailed within the required TAT
• Knowledge transfer to advisors for effective resolution of customer concerns
• Maintain knowledge base and update on timely manner
• Launch and conduct knowledge test to gauge knowledge retention
Key skills & knowledge:
• The technical expert/SME must have profound expertise and understanding of four-wheeler systems.
• Special focus on engines, transmissions, chassis, and electrical components of internal combustion engine (ICE) vehicles.
• Familiarity with hybrid and electric vehicle technologies is crucial.
• The candidate should be knowledgeable about the latest technolo
📌 Sr Sme, Operations Pune
🏢 CNX
📍 Pune