About this role
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
Other facts
About Mahindra & Mahindra Limited
A USD 19.4 billion multinational group based in Mumbai, India, Mahindra provides employment opportunities to over 256,000 people across 100 countries. Mahindra operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, financial services and vacation ownership. In addition, Mahindra enjoys a strong presence in the agribusiness, aerospace, components, consulting services, defence, energy, industrial equipment, logistics, real estate, retail, steel, commercial vehicles and two wheeler industries. The Automotive and Farm Equipment Business is the largest contributor of the Mahindra Group’s revenue. With 30,000+ full time employees spread across 20 locations, Mahindra has a strong presence in India. Further it propels an entire manufacturing ecosystem of 1,200 suppliers and 3,500 dealers, thereby creating direct and indirect employment for over 200,000 individuals.
Our Farm Equipment business is the number 1 tractor company in the world by volume. In addition to our focus on maintaining a leading position in the core tractor mechanization business, we strive to deliver on our aspiration of “Farm Tech Prosperity” thus enabling our customers and our communities to RISE.
Our Automotive business is a full-range mobility player with a presence in almost every segment of the automobile industry. Our product portfolio ranges from world class SUVs, premium luxury UVs, sedans, pick-ups, light, medium and heavy commercial vehicles to three-wheelers. All these cater to a diverse customer base spanning across rural and semi-urban customers. Leveraging our growing dominance, domestic & international market penetration and recent strategic acquisitions, we aim to provide world class exeperience to our customers and team members.
What you'll do
- The Customer Engagement Manager is responsible for managing customer complaints and social media interactions to ensure a premium customer experience. They will also provide sales support and liaise with various teams to address customer concerns effectively.
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