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    Product Specialist - Kolkata, India - Royal Enfield

    Royal Enfield
    Royal Enfield Kolkata, India

    1 hour ago

    Default job background
    Description
    Job Requirements

    Position title

    Product Specialist - Deputy Manager

    Reports to

    Team Manager

    Job grade

    Deputy Manager

    Location

    Kolkata

    Job Purpose

    The Product Specialist are responsible for handling Technical Complaints of the product received via support team, Social Media, escalations. They will address and resolve the issue addressed by customers.

    Key Responsibilities

    • Acknowledges customer complaints within 2 hours of complaint receipt
    • Understands from customer and handhold them by providing confidence and coordinating with dealer team for necessary support and closure
    • Provide quick resolution of critical issues through hotline call / VDO / training with technical assistance team
    • Weekly meeting with regional team for reduction of complaint
    • Updating root cause analysis for each complaints
    • Analyze the customer complaints generated through different modes and take it up with respective teams. Non-Product issues like Operational Issue to be addressed with field team and product issues with technical support team for corrective actions from plant team.
    • Compliant trend monitoring and proactive decision making for service campaign/service updates to field employees.
    • Closure of complaints with customer satisfaction note from customer to be ensured.
    Work Experience

    Education

    • Bachelor's in Mechanical or Automobile Engineering

    Experience

    • 7 to 9 years in aftersales (Automotive Industry) function as an area service manager. He should have good technical skills and exposure to handling customer complaints.
    • Hands-on field experience would be preferable
    • Good customer handling skills and excel skills
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