Assistant Manager

Key Responsibilities:

• Act as the central owner for escalated customer grievances received via call center, email, social media, or walk-ins.
• Classify and route cases based on severity (Level 1 CX, Level 2 Legal).
• Maintain and track complaints using CRM tools (e.g., Salesforce, Freshdesk).
• Coordinate with ASMs and dealer partners to gather on-ground facts, job cards, service records, and historical complaint data.

• Liaise with internal Legal team to assess merit of escalations and legal threats.
• Support in drafting legal replies, settlement proposals, and formal documentation.
• Handle coordination with external legal counsel for formal notices, court cases, or police complaints.
• Prepare and maintain case-wise documentation: internal notes, approvals, evidence, and response timelines.

• Facilitate amicable resolutions when applicable, ensuring adherence to internal approval protocols.
• Drive execution of Full & Final Settlement Letters with customers.
• Oversee customer refund or compensation process as per approved settlement.

• Ensure all escalations are logged, reviewed, and closed in a time-bound manner.
• Maintain a centralized tracker and digital repository of all grievance/legal cases.
• Share periodic MIS with senior management highlighting trends, risks, and learnings.
• Work with the regional and dealer network to prevent recurrence of major issues.

• Graduate/Post-Graduate in Law, Business, or related field.
• 5 8 years of experience in customer grievance/legal handling in an OEM (2W/4W preferred).
• Experience working with legal case management, consumer complaint handling, and CRM platforms.
• Strong communication, drafting, and negotiation skills.
• Ability to work cross-functionally and under pressure.
• Knowledge of consumer protection laws and industry compliance norms.

• Prior role in a large automobile OEM in a CX/legal escalation function.
• Exposure to settlements, consumer forum handling, and dealer network coordination.
• Experience handling high-pressure, sensitive customer issues in a legally compliant manner.