Senior Manager - Customer Complaints

Job description

**Purpose of the Role** To do in depth analysis of Complaint data on regular basis to create MIS and insight from the reported complaints. To check RCA and track ICA and PCA action plans in close follow up with the Regional team as well as with CXM at the Dealership. To prepare with Regional team and Dealers to understand the gap and suggest corrective action accordingly from Complaint management. To do review of 10 bottom performing Dealers monthly and track their performance for improvement. To do investigation and audit of critical cases regular basis. To talk to the escalated and L4 escalation complaint customers and coordinate with TML & Dealer team to facilitate early resolution. To identify and facilitate review with poor performing dealers with SHQ team. To be responsible to drive the CPTV & TAT closely to improve them month on month. To work closely with the local ZCEM team to identify the training need basis the complaint and gap areas of respective dealers. Job Responsibility **Team interaction:** \\* Coordinate with Dealer team for logical closure of the complaints \\* Interact with ZCEM to create training module for the actionable areas \\* Coordinate with TML Sales team for the issues related to customer complaint \\* Review the Dealer team on the TAT and CPTV performance **Customer Complaint Management** \\* Take out complaint data on a daily basis from CRM system and analyse them to prepare meaningful dashboard on various parameters like total number, CPTV, TAT, Escalated complaints \\* Check the compliance of CRM system and TOP Spot dashboard \\*Discuss with dealer to create RCA and preventive action plan for the complaint resolution \\*Follow up with Sales teams and Dealer CXM on the L3 & L4 complaints on a daily basis to avoid escalation \\*To closely monitor the ORM complaints interacting with Dealer and TML Sales team \\*Talk to escalated customers and coordinate with Dealer team for early resolution \\*Visit customers for critical escalated cases for closure \\*Read the complaint verbatim to understand and correctness of bucketing \\*Will analyse the complaints critically to decide Complaint, Query or Feedback \\*Will monitor the complaints on weekly basis to filter out the critical cases for Dealer penal committee meeting **Improvement of Sales Satisfaction Index(SSI)** \\* Review the SSI scores with the Dealer team on monthly basis \\* Derive action items for the Dealers for implementation and work seamlessly with them to improve SSI \\* Audit the delivery process at the Dealership \\* Drive the SSI score improvement areas at Zonal level with gap area analysis, designing and execution of actionable **Mystery Audit** \\*To do Audit follow up with Dealer \\* To check monthly data and verify along with Dealer \\*Analysis of monthly data and preparation of MIS to find insight \\* Follow up with Dealer for data interpretation and action management planning \\* Follow up with Dealer for preventive action \\* Coordinate with L&D team for improvement action **Desired Candidate Profile** Education - BE / BTech Full Time Relevant Experience : 3-10 years of experience in Sales/Service