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

• Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution

Real Time Alert for high sentiment situations

• Take ownership for key critical organisational reputation influencing situations

• Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)

• Internal Escalation - Highlight Opportunities for Error and Escalate Real time

8. Provide end to end Sales support to field teams

9. Support on EV Charging ecosystem end to end

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 EV customers

Work on Intello poor feedback

• Manage the Unscheduled visits / WH customers and their concerns

Field Sales Support

• Real time Field Support on Key concerns (handling approach)

• Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales)

• Drive corrective actions based on RCA (Root Cause Analysis) of escalated concerns through AO teams

Real time alerts on Senior Management Escalations

Experience

3-5 years

Background in Customer experience

GET + 2/3 years with intention to move in Customer Engagement/Sales support can be considered

Industry Preferred

Auto 4-wheeler (preferred) with CRM Profiles

Can explore luxury OEMs/ Consumer durables,Technology - Customer Care, Airlines, Hospitality, eCommerce

Qualifications

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

MBA (optional)

General Requirements

Designing & Implementing Customer Experience

Understanding of Sales ecosystem

Market Acumen & Market Intelligence

Incident 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

Our commitment to Diversity, Equity, and Inclusion

Job Segment

Field Service, Engineer, Manufacturing, Engineering