Customer Delight

**Group Company**: TVS Motors

**Designation: Manager** - Customer Delight

**Office Location**: Electronic City

**About TVS / Who are we?**

TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.

**Job Title / Role** - Customer Delight

**Department**:
Digital and AI is a key function at TVS Motor leading digital transformation infused with AI across TVS Motor and group companies globally. We are creating and enhancing digital native experiences for our customers, partners, and colleagues leveraging the best technologies and algorithms to differentiate and personalize user experience, thereby earning the right to be in their daily life and creating a competitive differentiation in the marketplace. Agile, open source, DevSecOps, distributed cloud, pubsub messaging, data scalability, extended reality, Internet of things, MACH architecture, Total experience, sustainable technology, responsible AI and several others are not buzzwords but business archetypes we work with every day Do you want to engage and lead digital and AI transformation in global mobility? Look us up

**Section**: Customer Experience

**Location**: Electronic City

**Education Qualification**: Bachelor's/master’s degree.

**Required Experience**: 6-8 Years

**Target Companies / Industry / Sector**: Customer Service/Customer Experience/Automotive/EV Industry

**Position Reports to**: Deputy General Manager

**Key words to source profile/ Must have skills**: Contact Centre, Online Reputation Management (ORM), SLAs, FRT, TAT, Customer Feedback, Social Media Monitoring, Training Programs, KPIs, Tech Stack Integration

**About the Department / Vertical/ Section**:
The Customer Experience section of Digital and AI closely works with the customer service and support team to bring breakthrough results in customer satisfaction, loyalty, and engagement. The team uses cutting-edge technologies such as IIoT and Industry 4.0.

**Purpose of the Role**:
We are seeking a Customer Delight Expert to join our team, who will be responsible for managing the Contact Centre and Online Reputation Management (ORM) channels to enhance the overall customer experience. The role will involve managing a team of contact centre and ORM specialists to provide exceptional customer service and ensure that customer issues are resolved quickly and efficiently.

**Role Description**:

- Manage the team to ensure that service level agreements (SLAs), First Response Time (FRT), and Turnaround Time (TAT) are met, and that customer queries and complaints are resolved within the given timelines.
- Develop and implement strategies to enhance customer experience across Contact Centre and ORM channels.
- Monitor and track customer feedback across all channels and use this information to identify areas for improvement.
- Experience in working with global teams for coordination and integration.
- Evaluate partners with language capabilities and integrate tech stack.
- Work closely with the Contact Centre and ORM team to ensure customer issues are resolved within TAT and in an efficient manner.
- Monitor and manage social media channels, work on draft responses with the brand team and respond to customer queries and complaints in a timely manner.
- Work closely with other departments such as Marketing, Sales, Legal, and Product Development to ensure customer feedback is used to improve products and services.
- Identify training needs and develop training programs to enhance the team's knowledge and skills.
- Develop and implement KPIs and SLAs to measure the team's performance, and track progress against these metrics.
- Coordinate with tech partners to ensure that the Customer care platforms, Contact Centre, App, Payment, and social media platforms are up and running.
- Report regularly to senior management on customer satisfaction, team performance, and improvements made to the customer journey.

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