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.
Experience
3 – 8 Years
Location
Akurdi Maharashtra
Nature of Job
After-Sales
Job role
Product & Field Support
BAJAJ AUTO
Job Title | Customer Experience Manager |
Level | Manager |
Location Base | Pune |
Department | Service |
Reporting | VP – Service |
Qualities | Good Communication Skills, Strategic Thinking, Delivering CX |
Key Roles and Responsibilities
Handling Call Centre Operations
Role Contribution Percentage: 50%
- 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%
- 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%
- Preparing Quarterly Business Review Docket
- Developing Process SOPs, Benchmarking of Best Practices, Commercial Documents for Business Operations
