Customer Support Specialist - Hosur, India - TVS Motor Company

TVS Motor Company Hosur, India

Found in: Talent IN 2A C2 - 4 days ago

Description

Purpose of the role:

Addressing the Social media Customer Concern/ Quicker resolution/ Sentiment Score
Address the reason for complaint generation through improving quality closure and analysis.
Facilitation of Speedy resolution through proper escalation to Parts / Technical / Field hierarchy etc.,
Monitor the social media complaint performance of Pan India and support in improvement.

Role Description:

Reviewing and improving the Complaint registration process by ORM team and Hotline.
Ensuring the ORM queries or grievances are attended within 12 hours.
Reduction of Customer Complaints on social media and Negative mentions
Supporting the field for process improvement/ resolution by coordinating with Training, Technical and Parts team.
Ensuring closure of Complaints by field team along with the customer satisfaction on resolution with 48 to 72 hours
Improving and sustaining the quality closure of all social media complaints.
Preparing and driving the action plan for reduction of the complaints.
Daily monitoring and driving the reduction and closure activity.
Gemba visits for understanding and analyzing the RC.
Social media listening and improvement on negative and positive mentions. For improvement in Net sentiment Score

Qualification - B.E (Mechanical/Automobile).

Total Experience - 3 to 8 Years

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