Job
Description
Purpose Of The Role To lead the end-to-end customer complaint management process and oversee call center operations to ensure timely, effective, and empathetic resolutions while driving service excellence, customer satisfaction, and process improvement Job Responsibilities 1. Complaint Management Lead the complaint redressal process for escalated and complex cases (email, voice, social media, regulatory, legal). Ensure root cause analysis (RCA), corrective actions (CAPA), and long-term resolution of complaints. Track and manage turnaround time (TAT), resolution quality, and customer communication standards. Prepare case summaries for senior leadership review and legal compliance when required. 2. Call Centre Management Oversee daily operations of inbound/outbound call center (voice/email/chat). Monitor key KPIs: First Call Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, Service Level Agreement (SLA) adherence. Lead training, quality audits, and upskilling initiatives for call center agents. 3. VOC (Voice of Customer) & Insights Collate and analyse customer feedback to identify emerging issues and trends. Publish regular dashboards and reports for senior stakeholders. Collaborate with cross-functional teams (sales, service, product, legal) to resolve systemic gaps. Handle queries from zone by cross checking the facts 4. Process & System Improvement Drive automation and CRMDMS utilization Implement standardized scripts, escalation matrices and workflows. Conduct training, review with RO/Zonal level and follow improvement action plan. Review gap area and set SOP to improve customer experience Create modules & deliver training call centre/field team on existing & new processes Audits – To perform dip stick checks & improve quality of CX parameters 5. PSF (Post Service Follow-Up) Drive PSF calls for service, repair, warranty, and delivery interactions to capture real-time customer feedback. Ensure timely follow-ups post workshop visit and complaint resolution. Analyse PSF scores (e.g., CSAT, NPS) to identify areas of concern and trigger proactive actions. Work closely with RO/Zonal teams to address negative feedback and enhance customer delight. Desired Candidate Profile Education: B. E/Graduate Skills: Proficient in customer handling, complaint analysis, and escalation management Experience in managing PSF programs & customer feedback tools Knowledge of CRM, Call Center Software, Excel, and dashboard tools. Empathy, patience, and strong communication skills Process-oriented with a continuous improvement mind set. Relevant Experience: 6-10 years of total work experience (automobile & customer care) Stakeholder Profiles & Nature Of Interactions Internal Field Service - Performance status & analysis/ action plan support. Regular follow-up for complaints. TBEM - Regarding audits and documents sharing. Sales and marketing - Regular update Contact Centre - Customer Complaints update/ execution of process. CRM DMS - For IT support for process implementation Legal - Communications on legal cases Plant - Regarding Product issues External Customers - Consumer grievances handling and responses from us. Consumer Helpline/NGOs - Consumer grievances handling and responses from us. Skills & Competencies Customer Centricity Driving execution – Leading CFT Monitoring & Reporting Product Development/Part Development Business acumen Show more Show less
