Bajaj Auto Limited is an Indian multinational automotive manufacturing company based in Pune. It manufactures motorcycles, scooters and auto rickshaws. Bajaj Auto is a part of the Bajaj Group. It was founded by Jamnalal Bajaj in Rajasthan in the 1940s.
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Experience
3 – 8 Years
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Location
Akurdi Maharashtra
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Nature of Job
After-Sales
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Job role
Product & Field Support
BAJAJ AUTO
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Job Title |
Customer Experience Manager |
|
Level |
Manager |
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Location Base |
Pune |
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Department |
Service |
|
Reporting |
VP – Service |
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Qualities |
Good Communication Skills, Strategic Thinking, Delivering CX |
Key Roles and Responsibilities
Handling Call Centre Operations
Role Contribution Percentage: 50%
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- Step-up the firsthand Experience for BAL Customer
- Product and Technical Content Development and Training
- Effective Review and Monitoring of Call Centre KPIs such abandon calls, IVR Drops, Call Quality etc.
Customer Complaint Management
Role Contribution Percentage: 30%
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- Connecting to Irate customers / HO Escalations for amicable resolution of customer complaints.
- Preparing complaint closure draft with RCA for various internal stake holders.
- Ensuring TAT of Response & Resolution with Field Team
- Ensuring 100% Complaint RCA by Field Team
- Resolving day to days issues of Field Team Mapping, Incorrect Assignments, Invalid & Duplicate Complaint marking, Closure with Notifications etc.
Service Planning
Role Contribution Percentage: 20%
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- Preparing Quarterly Business Review Docket
- Developing Process SOPs, Benchmarking of Best Practices, Commercial Documents for Business Operations
