Customer Engagement Manager - MEAL
Mahindra Group
Date: 3 days ago
City: Guwahati, Assam
Contract type: Full time
Responsibilities & Key Deliverables
Customer Complaints Management & Social Media (Online Reputation Management)
Product Planning | Marketing | Sales | Service | Technical teams etc.
Others
Around 5 years
Background in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)
Exposure to Customer Care
Industry Preferred
Auto 4-wheeler (preferred) with CRM Profiles
Qualifications
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
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
- 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)
- 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
- Real time alerts on Senior Management Escalations
Product Planning | Marketing | Sales | Service | Technical teams etc.
Others
- Upgrade knowledge of EV products and services and provide inputs to sales & service capability teams.
Around 5 years
Background in Customer Service/Customer experience, Project Management or similar (Auto experience preferred)
Exposure to Customer Care
Industry Preferred
Auto 4-wheeler (preferred) with CRM Profiles
Qualifications
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
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