Customer Engagement Manager - MEAL

Company:

Mahindra Electric Automobile Limited Responsibilities & Key Deliverables Customer Complaints Management & Social Media (Online Reputation Management) 1.Follow the processes on Customer complaints Management in Dealer & Regional office fraternities2. Monitor Turn Around Time (TAT) for Resolution3. 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 situations5. Take ownership for key critical organisational reputation influencing situations6. Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)7. Internal Escalation - Highlight Opportunities for Error and Escalate Real time8. Provide end to end Sales support to field teams9. 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 loyalty2. Act as SPOC to manage EV customer relationships for EV customers3. Work on Intello poor feedback4. 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 EscalationsExperience 3-5 yearsBackground in Customer experienceGET + 2/3 years with intention to move in Customer Engagement/Sales support can be considered Industry Preferred Auto 4-wheeler (preferred) with CRM ProfilesCan 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 ExperienceUnderstanding of Sales ecosystemMarket Acumen & Market IntelligenceIncident ManagementProduct Knowledge & ApplicationBasic 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