Manager Eascalation

Company:

Mahindra & Mahindra Ltd Responsibilities & Key DeliverablesEnhancing Customer Satisfaction through quick resolution of customer escalations Ensure prompt 1st Level Loop Closure of Senior Management escalated concerns through Customer Care team & Senior management social media concerns through CC and Tweet teams Listening Organisation Gather All round information on Customer Voices escalated to senior management across the organisational Listening design framework Senior Escalated Complaints Management & Senior Management Social Media Cases (Online Reputation Management) Real time alerts on Senior Management Escalations Twice a month Updates to CEO | President | ED and MD | Associates at Corporate offices Tracking % senior management cases & ensuring record accessibility of the same with all relevant stakeholders Ensure loop closure and customer satisfaction of all senior management escalations Real Time Alert for high sentiment situations Take ownership for key critical organisational reputation influencing situations Internal Escalation - Highlight Opportunities for Error and Escalate Real time Field Support & Field Capability Development Real time Field Support on Key concerns (handling approach) Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales and Service) Drive corrective actions based on RCA (Root Cause Analysis) of senior management escalated concerns through AO teams Training on Customer handling & RCA Concern Management TAT Design Robust processes on Customer complaints Management in Dealer & Regional office fraternities Follow through for cases open > 4 days for timely & quality closure Ensure timely closure of customer complaints & system adherance by dealership Ensuring proper TAT assignment to cases (M&M related) by coordination with Cross functional departments End to End Quality closure of cases related to parts, product, Thermal & ABND cases Close loop follow up on Senior management escalations with current status as a ready reckoner Insights, process improvements & Reviews Analyse Data trends & draw insights with different data sets on customer voices, identify opportunities and share with the various parties for action Structured and Layered reviews with Dealers | Regional offices Interdepartmental Feedbacks and Connects Product Quality | Product Planning | Marketing | Sales | Service etc Handling Legal Cases | Quarterly Legal reviews etc Education QualificationGraduation preferably Engineering/BE (Auto/Mech./Production) MBA preferableGeneral Experience4-8 Years in Automobile Industry (CRM Profiles)Primary Skills (Functional) Market Acumen & Market Intelligence Incident Management Customer Care & Service Management Secondary Skills (Functional) Product Knowledge & Application Behavioural Competencies/ Skills Customer Focus Relationship Management

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