Assistant Manager- Customer Support

Job Description

-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 Automotive Industry Education Qualification Graduation; MBA Preferred General Experience 3-4 Years in Automobile Industry (CRM pro, Airlines, Hospitality, eCommerce