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Assistant Manager - Customer Experience

3.00 to 5.00 Years   Mumbai City   12 Jun, 2023
Mahindra business & consulting services pvt ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    The Job role involves managing the Customer Care Desk. It predominantly requires handling / responding to customer emails and other social media communication. There are peripheral activities relating to Customer Handling like making outbound calls / receiving inbound calls from the customers, and routine activities that involves liaison with the dealer partners and interdepartmental teams like Legal / Technical / The Field teams (Sales & Service) / Marketing / MD s and President s Office etc.- Customer Communication - It involves responding to customers on email / chat / phone / Blogs / complaint websites with higher efficiency (TAT). Ensuring Exceptional Quality Responses in lines with the brand tonality and standards. Multitasking to switch between channels (Emails/Phone) when required. Ability to Manage difficult customer escalation situation- Field Operation Support - Escalation in time and follow up on critical cases. Differentiated sensitivities on different kinds of escalations (basis content /subject and marked To)- MIS Reports & Analytics - Creating various cuts of data to provide performance reports to the field operations. Apply analytical thoughts to data to derive opportunities and Actionable Insights. Generate various qualitative MIS for the field. Automate MIS through constant feedback on MIS reports generated through ClickView. Tracking critical cases.- Content Management - Ability to tailor make contents so as to bring in personalization on Responses to the customers. Research on Best Practices on Customer Responses and keep adding to content libraries for World class communication experience to the customers. Experience 3-5 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality Industry Preferred Automobile Industry (CRM Profiles), Airlines, Hospitality Qualifications Diploma in Engineering/BE (Auto/Mech./Production.)/Graduate Primary Skills (Functional)
    • Designing & Implementing Customer Experience
    • Customer Care & Service Management
    • Incident Management
    Secondary Skills (Functional)
    • Product Knowledge & Application
    • Financial Management
    Behavioural Competencies/ Skills
    • Customer Focus
    • Relationship Management
    • Result Orientation with Execution Excellence
    • Excellent Spoken and Written Communication
    Job Segment: Engineer, Engineering ,

Keyskills :
salesaccountsmisbankingtatcustomer escalation

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