Tellecaller

5 months ago

Tiruchchirappalli, India Annai Motors Royal Enfield Full time

**Job Title**:
**CRE Service**

**Job Holders Name**:

- XYZ_

**Department**:
Service

**Position Type**:
Full-time

**Reporting To**:
CRM

**Responsible on absence**:
SME

**Primary Responsibilities**
- **Customer Feedback**:

- Collects customer feedback
- Plans corrective action with CRM
- **Complaints Management**:

- One point of contact for customer complaints by receiving customer complaints
- In Moment Calling & 3rd day Feedback: Note down the concerns of the dissatisfied customer in detain in complaint tracker (collected through 3rd day feedback / 1-2-3 In Moment Score)
- Ensure resolution of customer complaints within defined SLA
- Tracking of all complaints and ensure closure and take feedback after closure till satisfaction
- **Lost Case Analysis**:

- Call lost/drop out customers and understand reason for closure
- Frame action plan with Service Manager, Workshop Manager and CRM

**Recruitment profile**
- **Educational Qualifications**:Diploma / Graduate / extensive technical experience
- **Industry**: Auto [4 wheeler preferred], Hospitality, Finance/ Insurance, Retail
- **Minimum experience**:1-2 years preferably in Auto/customer relationship roles
- **Profile**: Strong focus on Customer Experience Management
- **Passions/ Interests**:NA
- **Competencies**:

- Customer Relationship Management
- Analytical Skills
- Technical Knowledge - Service

**KPIs**:

- **Customer**:

- % Feedback collected - 3rdDay Feedback Call
- **Enabler / Operational**:

- % Complaint Registered from low Customer Feedback
- % SLA Adherence for complaint closure

**Salary**: ₹8,000.00 - ₹12,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Commission pay
- Performance bonus

Ability to commute/relocate:

- Tiruchchirappalli, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9150045740

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