Assistant Manager- Customer Support

Responsibilities & Key Deliverables

-Follow up with the field team on status update of open cases & assist with suggestions for quality closure            
-Ensure L1LC (Quick Connect), Binning TAT, Concern closure TAT as per the targets thorough the field team                    
-Following up & keeping track on timely closure of open concerns which are pending for more than 4 days                    
-Ensure 100% DMS adherence by field team in terms L1LC, Binning & Quality RCA                        
-Taking up with MRC (Call Centre) for any delay in update to the field team regarding drop / transfer requests.
-Updating to the field with inputs within 24 hrs, if Escalated to Level 2                
-Track cases where the customer escalated of "no response" post L1LC updated in the system
-Review random 20 RCA per RO per week for quality of Binning, RCA & Closure remarks                        
-Highlighting cases weekly with COC issues related to finance, overcharging, Additional amount asked for early delivery, forced accessories purchase, forces insurance purchase & ensuring closure remarks have detailed steps of action taken                            
-Sharing weekly reports & insights to field, Highlighting Low performance & areas of improvement
-Automation of reports to field                    
-Ensure 100% binning for the previous month by 4th of every month                            
-Create / update content for learning sessions catering to various role holders for CX actions, DMS & Power BI:
  -Newly recruited ASM/CCM/CEM
  -Newly recruited RSM/RCCM
  -GET
  -Dealer CRM / CRE
  -New Dealer Orientation                            
-Preparation of Customer Escalation insights with actionable for Pre-Sales, Sales & After Sales                            
-Ensuring correct regional stakeholder to sign on POA basis the revised RO allocation                            
-Visit to field & MRC to understand processes, highlight gaps, take feedback, Cascade Best practices, etc.                     
-Business sustainability audit
-IT security audit"                            
-Review and suggest changes for drafts as requested by the field team
-Include Legal to share inputs for drafts on Critical cases
-Include Tekline team to share inputs for drafts which are technical in nature                        
-Ensuring Weekly Exceptional Delight circulation to the field team & marketing team for Sales & Service.
-Monthly Delight Report release

Preferred Industries

Education Qualification

Graduation; MBA Preferred

General Experience

3-4 Years in Automobile Industry (CRM profiles), Airlines, Hospitality, eCommerce