Job Title: Customer Experience & Concern Resolution Executive Job Summary:We are seeking a proactive and detail-oriented professional to ensure seamless customer interactions and effective resolution of complex concerns. The role involves managing technical and dealer-related issues, maintaining a detailed concern repository, and collaborating with internal and external stakeholders to deliver an exceptional customer experience. Key Responsibilities:Deliver Exceptional Customer Experience: Ensure the delivery of a superlative customer experience at all touchpoints. Resolve Complex Customer Concerns: Handle unresolved customer issues, both technical and dealer-related, from earlier stages. Investigate thoroughly, coordinate with teams, and communicate resolutions to customers. Technical Issue Resolution: Work closely with Tekline and relevant functions to resolve technical concerns effectively. Dealer Handling: Collaborate with dealership personnel to address and resolve dealer-related issues promptly. Maintain Concern Repository: Maintain an organized record of all sources of customer concerns including website, email, social media, and dealership interactions. Collaborate with Stakeholders: Work with dealership representatives and internal teams, adhering to defined processes and deadlines. Agility in Addressing Concerns: Ensure concerns are addressed within the defined Turn Around Time (TAT). Analyze Customer Feedback: Analyze direct complaints and general feedback using tools like Intello, identifying patterns and improvement areas.

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