Mahindra & Mahindra Ltd Hiring for Lead – Customer Support at Mumbai, Maharashtra
Full Job Description
Enhancing Customer Satisfaction through delightful Customer Experience. Ensure prompt 1st Level Loop Closure of escalated concerns through Customer Care team at HO & social media concerns through CC and Tweet teams
Listening Organisation
Gather All round information on Customer Voices from all channels across the organisational Listening design framework – 100,000+ Interactions monthly
Customer Complaints Management & Social Media (Online Reputation Management)
Design Robust processes on Customer complaints Management in Dealer & Regional office fraternities
Monitor Turn Around Time (TAT) for Resolution
Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution | Quality Resolution
Real Time Alert for high sentiment situations
Take ownership for key critical organisational reputation influencing situations
Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
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 escalated concerns through AO teams
Training on Customer handling & RCA
MRC Operations (call Centre) & ‘RSA Partner Support
Responsible and accountable for all interactions across channels (Telephony | Emails | Chat | Digital & Social Media)
Govern Customer support both in terms of productivity and Quality of interactions with the customer
Monitor and Improve the KPIs (Response time | C-Sat | Handling Time | SLA adherence)
Commercial Negotiations | Ad-Hoc campaign Support demand etc
Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales and Service)
Liaise with Allianz, Europe Assist & TVS
Senior Management Escalations
Real time alerts on Senior Management Escalations
Twice a month Updates to CEO | President | ED and MD | Associates at Corporate offices
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
Benchmark Industry best practices and improve customer facing processes periodically
Interdepartmental Feedbacks and Connects
Product Quality | Product Planning | Marketing | Sales | Service etc
Handling Legal Cases | Quarterly Legal reviews etc
Experience
10-15 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality, eCommerce
Qualifications
Graduation preferably Engineering/BE (Auto/Mech./Production)
MBA preferable
Critical Experiences
Exposure to Customer Care and experience of handling a help desk
Handling team & call centre
Primary Skills (Functional)
Designing & Implementing Customer Experience
Market Acumen & Market Intelligence
Incident Management
Customer Care & Service Management
Secondary Skills (Functional)
Product Knowledge & Application
Financial Management
Behavioural Competencies/ Skills
Customer Focus
Relationship Management
Job Segment: Engineer, Field Service, Engineering, Manufacturing