Customer Engagement Manager

Customer Engagement Manager - MEAL

Responsibilities & Key Deliverables

Customer Complaints Management & Social Media (Online Reputation Management) 
1.Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
2. Monitor Turn Around Time (TAT) for Resolution
3. Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution 
4. Real Time Alert for high sentiment situations
5. Take ownership for key critical organisational reputation influencing situations
6. Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
7. 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 
1. Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
2. Act as SPOC to manage EV customer relationships for EV customers
3. Work on Intello poor feedback
4. Manage the Unscheduled visits / WH customers and there concers

Field  SalesSupport 
1. Real time Field Support on Key concerns (handling approach)
2. Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales)
3. 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

Experience Level

Mid Level