Customer Engagement Manager - MEAL

Responsibilities & Key Deliverables

Customer Complaints Management & Social Media (Online Reputation Management)

• Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
• Monitor Turn Around Time (TAT) for Resolution
• Take ownership for key critical organisational reputation influencing situations
• Internal Escalation - Highlight Opportunities for Error and Escalate Real time
• Immediate connect with customers in case of any thermal incidents
  
  

Manage Customer relationships

• Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
• Act as SPOC to manage EV customer relationships for High profile customers
• Work on Intello poor feedback
• Manage the Unscheduled visits / WH customers and there concerns
• Manage relationships with key clients (corporates/governemnt customers & fleet)
  
  

Field Support

• Real time Field Support on Key concerns (handling approach)
• Monitor Repeat Escalations and discuss solutions
• Perform RCA (Root Cause Analysis) and share insights across RBMs, ZBMs, PVT, & Incidentology
• Work in close coordination with CX teams on ground
  
  

Senior Management Escalations

• Real time alerts on Senior Management Escalations
  
  

Interdepartmental Feedbacks and Connects

Product Planning | Marketing | Sales | Service | Technical teams etc.

Others

• Upgrade knowledge of EV products and services and provide inputs to sales & service capability teams.
  
  

Experience

Around 5 years

Background in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)

Exposure to Customer Care

Qualifications

Industry Preferred

Graduation preferably Engineering/BE (Auto/Mech./Production)

General Requirements

Designing & Implementing Customer Experience

Market Acumen & Market Intelligence

Incident Management

Customer Care & Service Management

Product Knowledge & Application

Basic technical understanding

Ability to deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.

Strong interest in technology, particularly EV/ software products