Customer Success

2 months ago

Bengaluru, India TVS Motor Company Full time

We are seeking a dynamic and results-driven Customer Success Manager to join our team. The ideal candidate will be responsible for enhancing the overall customer experience across various touchpoints, including social media, website, charging infrastructure, call center, and our ownership app. This role requires a proactive individual with excellent communication skills and a passion for customer satisfaction.


NSS - Social Media Health of EV Brands:

Monitor and manage the social media presence of our EV brands.

Ensure customer queries and concerns on social platforms are addressed promptly and effectively.

Analyze social media metrics to gauge brand health and customer sentiment.

Develop strategies to improve engagement and customer satisfaction on social media.


Website Experience:

Oversee the user experience for all visitors on the company website.

Collaborate with web developers and designers to ensure the website is user-friendly and informative.

Conduct regular usability testing and gather feedback to continuously improve the website experience.

Track and analyze website metrics to identify areas for improvement.

Charging Experience:

Manage the customer experience related to home charger installations and public charging stations.

Coordinate with Charging team to ensure timely and efficient service.

Address customer issues and feedback regarding charging infrastructure.

Develop initiatives to enhance the overall charging experience for customers.

Call Centre Experience:

Supervise the performance of the call center, including both incoming and outgoing calls.

Ensure high standards of customer service and problem resolution efficiency.

Implement training programs for call center staff to improve service quality.

Monitor call center metrics and develop strategies to enhance customer satisfaction.

Customer Experience on the App for EV users:

Improve the Experience on the Ownership App with the goal of enhancing app store ratings on both Apple and Android platforms.

Work with the app development team to ensure the app is intuitive and meets customer needs.

Gather and analyze user feedback to drive continuous improvement of the app.

Develop and implement strategies to increase app engagement and user satisfaction.

Sales Complaints Management:

Drive the reduction of Sales Complaints Turnaround Time (TAT).

Ensure priority resolution of escalated complaints.

Collaborate with sales and support teams to address and resolve customer issues efficiently.

Monitor and report on complaint resolution metrics to identify areas for improvement.

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