Customer Complaints - Hosur, India - TVS Motor

TVS Motor

Verified Company

Hosur, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Group Company:
TVS Motor Company

Designation:
Cell Head - Service (2W) (Cell Head - Customer Complaints (2W)_Serv), Planning Executive - Customer Complaints (2W) (Plng Exe - Customer Complaints (2W)_Serv), Planning Executive - Customer Complaints (2W) (Planning Executive - Customer Complaints (2W))

Office Location:

Position description:

To ensure all complaints are registered, tracked and followed up in a systematic way for effective and quicker closure, thereby providing higher customer satisfaction levels.

Primary Responsibilities:

1. Capturing customer complaints through various modes (Toll-Free Number, Email, Telephonic calls, Letters, Blogs, and Social Networking Sites etc.)
2.a) Ensure reported customer concerns are forwared to field team for resolution.
2.b) Identifying high priority Areas / AMDs in terms of Customer complaint generation & facilitate reduction of customer complaints.
3. Providing backend support to field for resolving customer complaints.

- i. Information Sharing (Product & Process)
- ii. Customer Query

III. Coordination with Parts team
IV. Escalating chronic / repeated product problems
4. Monitoring registered complaints' status for effective and quicker resolution.
5. Report Generation

- i. Weekly report submission to management
- ii. Prepare monthly newsletter pertaining to customer complaints and send it across field service team (Past month performance)
- iii. Share product related customer voices (complaints) to HO NPI Team