Manager Eascalation

Responsibilities & Key Deliverables

Enhancing Customer Satisfaction through quick resolution of customer escalations

Ensure prompt 1st Level Loop Closure of Senior Management escalated concerns through Customer Care team & Senior management social media concerns through CC and Tweet teams

Listening Organisation

Gather All round information on Customer Voices escalated to senior management across the organisational Listening design framework

Senior Escalated Complaints Management & Senior Management Social Media Cases (Online Reputation Management)

Real time alerts on Senior Management Escalations

Twice a month Updates to CEO President ED and MD Associates at Corporate offices

Tracking 100% senior management cases & ensuring record accessibility of the same with all relevant stakeholders

Ensure loop closure and customer satisfaction of all senior management escalations

Real Time Alert for high sentiment situations

Take ownership for key critical organisational reputation influencing situations

Internal Escalation - Highlight Opportunities for Error and Escalate Real time

Field Support & Field Capability Development

Real time Field Support on Key concerns (handling approach)

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

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

Training on Customer handling & RCA

Concern Management TAT

Design Robust processes on Customer complaints Management in Dealer & Regional office fraternities

Follow through for cases open >4 days for timely & quality closure

Ensure timely closure of customer complaints & system adherance by dealership

Ensuring proper TAT assignment to cases (M&M related) by coordination with Cross functional departments

End to End Quality closure of cases related to parts, product, Thermal & ABND cases

Close loop follow up on Senior management escalations with current status as a ready reckoner

Insights, process improvements & Reviews

Analyse Data trends & draw insights with different data sets on customer voices, identify opportunities and share with the various parties for action

Structured and Layered reviews with Dealers Regional offices

Interdepartmental Feedbacks and Connects

Product Quality Product Planning Marketing Sales Service etc

Handling Legal Cases Quarterly Legal reviews etc

Education Qualification

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

MBA preferable

General Experience

4-8 Years in Automobile Industry (CRM Profiles)

Primary Skills (Functional)

Market Acumen & Market Intelligence

Incident Management

Customer Care & Service Management

Secondary Skills (Functional)

Product Knowledge & Application

Behavioural Competencies/ Skills

Customer Focus

Relationship Management