Job Description

Responsibilities & Key Deliverables
1. Deliver Exceptional Customer Experience: Ensure the delivery of a superlative customer experience at all touchpoints.
2.Resolve Complex Customer Concerns: Handle unresolved customer concerns, both technical and dealer-related, from earlier stages. Investigate issues thoroughly, collaborate with relevant teams to find solutions, and communicate resolutions back to customers.
3. Technical Issue Resolution: Work closely with Tekline functions to resolve technical customer concerns efficiently.
4. Dealer Handling: Collaborate with key role holders at dealerships to address and resolve dealer-related concerns.
5. Maintain Concern Repository: Keep an organized repository of all sources of concerns, including website, emails, social media, and dealership interactions.
6. Collaborate with Stakeholders: Work with key role holders at dealerships and M&M, adhering to established processes and deadlines.
7. Agility in Addressing Concerns: Display agility in addressing concerns within the stipulated Turn Around Time (TAT).
8. Analyze Customer Feedback: Analyze customer feedback, whether direct complaints or general feedback, using tools like Intello. Identify trends from the data and report to leadership for improvements in product design, service, or overall processes.
Education Qualification
Bachelor of Technology; Bachelor of Engineering;
General Experience
3 to 8 years
Critical Experience
System Generated Core Skills
Customer Sensitivity
Service Orientation
Service Management
System Generated Secondary Skills
Consumer Focus
Dealer Relationship Management
Service Planning