Customer Engagement Manager 4

3 weeks ago

Mumbai, Maharashtra, India MAHINDRA & MAHINDRA Full time

Responsibilities Key DeliverablesCustomer Complaints Management Social Media Online Reputation Management 1 Follow the processes on Customer complaints Management in Dealer Regional office fraternities 2 Monitor Turn Around Time TAT for Resolution 3 Take ownership for key critical organisational reputation influencing situations 4 Internal Escalation - Highlight Opportunities for Error and Escalate Real time 5 Immediate connect with customers in case of any thermal incidentsManage Customer relationships 1 Professionally courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty 2 Act as SPOC to manage EV customer relationships for High profile customers 3 Work on Intello poor feedback 4 Manage the Unscheduled visits WH customers and there concerns 5 Manage relationships with key clients corporates governemnt customers fleet Field Support 1 Real time Field Support on Key concerns handling approach 2 Monitor Repeat Escalations and discuss solutions 3 Perform RCA Root Cause Analysis and share insights across RBMs ZBMs PVT Incidentology 4 Work in close coordination with CX teams on groundSenior Management Escalations 1 Real time alerts on Senior Management EscalationsInterdepartmental Feedbacks and Connects Product Planning Marketing Sales Service Technical teams etc Others 1 Upgrade knowledge of EV products and services and provide inputs to sales service capability teams Experience4-8 yearsIndustry PreferredAuto 4-wheeler preferred with CRM Profiles Can explore luxury OEMs Consumer durables Technology - Customer Care Airlines Hospitality eCommerce - customer supportQualificationsBackground in Customer Service Customer experience Project Management or similar Auto experience preferred Exposure to Customer Care GET 2 3 years with intention to move in Customer Engagement can be considered General Requirements

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