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Customer Support Executive

2 weeks ago

Gurugram Haryana, India Eicher Full time

**Role**:Customer Support Executive

**Division**:VTI

**Function**:VTI Aftermarket Retail - Trucks

**Reporting into**:Regional Service Manager

**Level**:Associate

**Purpose of the Role**:
This position exists in order to ensure proper track of customer feedback through call centers, share analysis on feedback to raise improvement areas to ASMs, ensure the development of action plans to resolve and prevent complaints in future in order to achieve desired CS scores within the limits of aftermarket annual plan for customer satisfaction.

**Span of Control**:
NA

**Education**:
**Minimum Requirements**:
Diploma/ITI

**Experience**:
Relevant Experience of 2 - 10 Years

**Business Understanding**:

- Aftermarket process understanding
- Product Knowledge
- CSI calculation

**Area of Responsibility**:
**Customer Complaint Resolution**

Ensure customer complaints are closed within 7 days of receipt. In order to ensure a higher level of customer satisfaction, To maximize customer delight by providing an ideal solution for long term resolving of complaints, Achieve a higher level of CSI score, Ensure complaints are not escalated to a higher level.

**Customer Delight projects**

Develop and implement customer delight programs and projects by doing various activities related to customer engagement in order to Ensure customer delight. Gather continuous feedback on service support. Suggest areas for improvement in customer appreciation. Build a trust relationship between the customer and the service team. Promote Volvo as a promising brand to ensure overall business growth.

**Employee Engagement**

Identify employee engagement activities to be carried out during the year. Develop an engagement calendar Identify and organize events in workshops or external venues as per the requirement. Engage the CFT team across the region to maintain consistency in activities done in the region. Ensure active participation from site and workshop employees. Develop and implement an engagement plan at sites. Identify and implement opportunities to engage family members of employees. In order to achieve a higher level of employee satisfaction and retention. Develop a dynamic work environment with a high level of energy.

**Uptime center & MDS implementation and smooth operation**

Implementation of uptime center, Ensure the smooth running of the center, Ensure a quicker resolution of issues related to MDS, Requisition of new tabs as per the requirement. In order to Achieve higher uptime of vehicles at a site. Ensure the optimum usage of VAS vehicles. Do predictive maintenance thereby leading to sudden failures. Do remote diagnostic thereby leading to a reduction in TAT for breakdown resolution. Ensure all sites are MDS active and transactions are made online for inputs to uptime center and area managers.