Handling of the customer issues in coordination with field team for respective region
Complaint resolution trend analysis, develop countermeasures for zone wise late resolve cases for effective resolution of customer concerns
Decision of closing of customer complaint as per customer point of view & judge the relevancy of the action taken & feedback in case of technical complaints.
Analysis of the complaints trend, identifying major complaint contributing dealers zone wise
Analyse customer contact data and provide feedback to the relevant department
Handling repeat customer complaints for better understanding of the complaint root cause & ensuring the resolution of the same.
Prepare inter office proposal for customer claims and legal claims for timely resolution of the customer complaints.
Analysis of major customer inquiries trend, prepare & update FAQ for immediate & effective resolution of the customer inquiries
Checking / Analysis of the customer contacts registered in CR Portal for any improvement, review with them to understand their approach & clarity about concept
To understand customer voice from customer prospective & capture key customer issues
Categorization of customer contacts and judgement for CR code to provide first/initial response to the customer queries
Information to the concerned Dealer & Area In charge for taking action on complaints.
Required Candidate profile
We are looking for candidate with 2-6 years of experience in after sales customer relation with an automobile industry background.
Salary: Not Disclosed by Recruiter
Industry: Automobile / Auto Anciliary / Auto Components
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Back Office/Web/Transaction Processing
Role: Associate/Senior Associate -(NonTechnical)
Employment Type: Full Time, Permanent