Job Description

Responsibilities & Key Deliverables

1. Actions for Prevention of Concern generation

Proactively identifying and feeding regional offices on probable area of concern generation and trends, which can be contained and in turn reduce customer escalations through:

WhatsApp

Intello

Customers with high unscheduled visit to Workshop

2. Sr Management Escalations Reporting

Co-ordinating & keeping track with the RCCMs for the Root cause and Action Taken on the Senior Management Escalations. Sharing link with the management for Sr management escalations for ready reckoner Preparing & Sharing Sr Management report with Customer Care Lead

3. Auto Crisis - Red and orange level cases Reporting

Ensuring timely update and resolution of Red level & orange level cases Sharing link with the management for Sr management escalations for ready reckoner Preparing & Sharing Auto Crisis report with Customer Care Lead

4. ABND & Thermal Cases

Ensuring timely update and resolution of ABND & Thermal Cases Sharing link with the management for Sr management escalations for ready reckoner

5. CX Review Deck Update - MD Deck

Consolidate data from various sources and update the CX Review Deck

6. LCRM / VoCX

Review the Open Concerns pan India on a daily basis for sharing with Senior Management Prepare reports of the activity based on the customer's feedback received on calls

Preferred Industries

Automotive Industry

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; MBA (preferred)

General Experience

5-10 Years in Automobile Industry

Key Skils: Customer Sensitivity, Service Orientation, Service Management, Consumer Focus, Customer Relationship Management

Job Segment:

Engineer, Automotive, Engineering