Mc- L3-service- Customer Experience
4 days ago
**Experience**: 3 - 8 Years
**Location**: AkurdiMaharashtra
**Nature of Job**: After-Sales
**Job role**: Product & Field Support
**BAJAJ AUTO**
**Job Title**
**Customer Experience Manager**
**Level**
**Manager**
**Location Base**
**Pune**
**Department**
**Service**
**Reporting**
**VP - Service**
**Qualities**
**Good Communication Skills, Strategic Thinking, Delivering CX**
Key Roles and Responsibilities
Handling Call Centre Operations
- Role Contribution Percentage: 50%
- Step-up the firsthand Experience for BAL Customer
- Product and Technical Content Development and Training
- Effective Review and Monitoring of Call Centre KPIs such abandon calls, IVR Drops, Call Quality etc.
Customer Complaint Management
- Role Contribution Percentage: 30%
- Connecting to Irate customers / HO Escalations for amicable resolution of customer complaints.
- Preparing complaint closure draft with RCA for various internal stake holders.
- Ensuring TAT of Response & Resolution with Field Team
- Ensuring 100% Complaint RCA by Field Team
- Resolving day to days issues of Field Team Mapping, Incorrect Assignments, Invalid & Duplicate Complaint marking, Closure with Notifications etc.
Service Planning
- Role Contribution Percentage: 20%
- Preparing Quarterly Business Review Docket
- Developing Process SOPs, Benchmarking of Best Practices, Commercial Documents for Business Operations
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