Mahindra & Mahindra Ltd. Hiring for Manager – Customer Experience at India Full Time

Location: IN

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

Call Centre – Ensure seamless MRC Operations and Review Daily / Weekly /Monthly numbers.Review Processes and suggest Changes from time to time to suit / meet the ever increasing customer demand, Optimize performance and be a cost leader.Support effectively to derive best outputs from Inbound and Breakdown assistance call centre operations.Drive Quality and Customer Experience through continuous improvements in Interaction Quality.Monitor Social Media Response – Efficiency and Quality and Review various aspects of Response Management Performance.Drive Quality Responses and First Time Resolution.Field Support – MIS on Various Concern Management related performances, DMS Improvement Support.Audits and Analytics – RCA Accuracy Audits, Concern Management Trends, Concern Trends, Social Media Trends.Interdepartmental Liasoning – Obtaining and Sharing feedback with Cross functions on CX (Brand / Sales / DMS / IT.Vendor Management – Liaise with vendors and derive best performance outputs

Preferred Industries

Automotive Industry

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Production

General Experience

3-5 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality

Critical Experience

System Generated Core Skills

Communication Skills

Consumer Focus

Designing Customer Experience

Financial Management

Manpower Management

Project Management

Relationship Management

System Generated Secondary Skills

Job Segment: Engineer, Field Service, Engineering, Automotive, Manufacturing