Aufgaben :

- Job Description- Location: Pune
- Profile: CRM & Connected Mobility Services
- Experience: 5-10 years

Responsibilities :

- Customer Complaint Management- Handling of escalated Customer complaints
- Implementation of KAM concept at retail
- Being first contact for escalations from Top End Vehicle customers
- Complaints analysis, preparation of MIS & Management reports
- Training to call center agents on complaint handling to ensure their quality services
- CRM related claims processing and maintaining accounts
- Continuous communication & coordination with Dealer staff

Customer Satisfaction Index- Monitoring performance of Pan India and retail partners

- Analyzing trends, making action plan for CSI improvement
- Close coordination with retail partners for implementation tracking of improvement areas
- Reviewing & improvising existing processes and their implementation at retail
- Innovative solutions to Delight Customers

Connected Mobility Services- Handling of escalated Customer complaints

- Complaints analysis, preparation of MIS & Management reports
- Coordination with stakeholders for root cause identification and resolution of concerns
- Training to call center agents on complaint handling to ensure their quality services





Service Package Management- Designing & roll out of service packages for recent launch products

- Comprehensive and thorough analysis of service packages including performance, pricing and expenses.
- Simulate the effect of parts price increase in service package and align the stakeholders
- Keeping watch of inter-dealer transactions
- Provide service package retail data to operations team & timely reporting to management
- Conduct training on service packages for retail staff via dedicated sessions
- Design and implement innovative Service Package for Retention & Business Growth.

Road Side Assistance Management- Coordinate & support 24X7 road side assistance services team at call center

- Customer escalation management and redressal
- Breakdown analysis of vehicles’ reporting through On Road Assistance

Skills Required:

- Proficient in communication (Written & Verbal)
- Creative & Trend Setting
- Interpersonal Skills
- Basic knowledge of automobile
- Proficient in Advance Excel, Presentations and MS work
- Knowledge of data management and basic business awareness
- Knowledge of Customer Service is preferred

Qualifikationen : Qualifications: Bachelors in Engineering - Mechanical/Automobile and Masters in Business Administration

📌 Customer Services - CRM & Connected Mobility (Pune)
🏢 Mercedes-Benz India Private
📍 Pune