Customer Engagement Manager

3 months ago

Hyderabad, India Mahindra Rise Full time

Company:

Mahindra Electric Automobile Limited Responsibilities & Key DeliverablesCustomer Complaints Management & Social Media (Online Reputation Management) 1. Follow the processes on Customer complaints Management in Dealer & Regional office fraternities2. Monitor Turn Around Time (TAT) for Resolution3. Take ownership for key critical organisational reputation influencing situations4. Internal Escalation - Highlight Opportunities for Error and Escalate Real time5. Immediate connect with customers in case of any thermal incidents Manage Customer relationships 1. Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty2. Act as SPOC to manage EV customer relationships for High profile customers3. Work on Intello poor feedback4. Manage the Unscheduled visits / WH customers and there concerns5. 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 ground Senior Management Escalations1. Real time alerts on Senior Management Escalations Interdepartmental 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 teamsExperience4-8 yearsIndustry PreferredAuto 4-wheeler (preferred) with CRM ProfilesCan explore luxury OEMs/ Consumer durables, Technology - Customer Care, Airlines, Hospitality, eCommerce - customer support QualificationsBackground 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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