Planning Executive
3 weeks ago
Department
- SERV - Customer Complaint
- Job posted on
- Jun 27, 2023
- Employment type
- White Collar
**Group Company**: TVS Motor Company
**Designation**: Cell Head - Service (2W) (Cell Head - Customer Complaints (2W)_Serv), Planning Executive - Customer Complaints (2W) (Plng Exe - Customer Complaints (2W)_Serv), Planning Executive - Customer Complaints (2W) (Planning Executive - Customer Complaints (2W))
**Office Location**: Hosur Plant (Plant)
**Position description**: To ensure all complaints are registered, tracked and followed up in a systematic way for effective and quicker closure, thereby providing higher customer satisfaction levels.
**Primary Responsibilities**:
- 1. Capturing customer complaints through various modes (Toll-Free Number, E-mail, Telephonic calls, Letters, Blogs, and Social Networking Sites etc.)
- 2.a) Ensure reported customer concerns are forwared to field team for resolution.
- 2.b) Identifying high priority Areas / AMDs in terms of Customer complaint generation & facilitate reduction of customer complaints.
- 3. Providing back-end support to field for resolving customer complaints.
- i. Information Sharing (Product & Process)
- ii. Customer Query
- III. Coordination with Parts team
- IV. Escalating chronic / repeated product problems
- 4. Monitoring registered complaints’ status for effective and quicker resolution.
- 5. Report Generation
- i. Weekly report submission to management
- ii. Prepare monthly newsletter pertaining to customer complaints and send it across field service team (Past month performance)
- iii. Share product related customer voices (complaints) to HO NPI Team -Service for further actions
**Educational qualifications preferred**
- **Category**: Diploma
- **Degree**: Diploma
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