nCustomer Complaints Management & Social Media (Online Reputation Management)
n1. Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
n2. Monitor Turn Around Time (TAT) for Resolution
n3. Take ownership for key critical organisational reputation influencing situations
n4. Internal Escalation - Highlight Opportunities for Error and Escalate Real time
n5. Immediate connect with customers in case of any thermal incidents
n
Manage Customer relationships
n1. Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
n2. Act as SPOC to manage EV customer relationships for High profile customers
n3. Work on Intello poor feedback
n4. Manage the Unscheduled visits / WH customers and there concerns
n5. Manage relationships with key clients (corporates/governemnt customers & fleet)
n
Field Support
n1. Real time Field Support on Key concerns (handling approach)
n2. Monitor Repeat Escalations and discuss solutions
n3. Perform RCA (Root Cause Analysis) and share insights across RBMs, ZBMs, PVT, & Incidentology
n4. Work in close coordination with CX teams on ground
n
Senior Management Escalations
n1. Real time alerts on Senior Management Escalations
n
Interdepartmental Feedbacks and Connects
n Product Planning | Marketing | Sales | Service | Technical teams etc.
n
Others
n1. Upgrade knowledge of EV products and services and provide inputs to sales & service capability teams.
n
