Handle customer enquiries, answering any questions and queries in person, over the phone, or online. Provide support and comprehensive product / service information to customers. Build relationships with customers. Assist customers in making purchasing decisions.

A Customer Service Advisor, or Customer Service Assistant serves as the first point of contact for customers seeking to obtain advice from a company or organisation. Their primary duties include answering customer enquiries, making product recommendations or suggestions and providing information about services or products.

Executive – Customer Support Manager

Purpose of the Role

This position will be responsible for delivering customer operational objectives of the organization. Providing high levels of support to network, resolving customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction and through service network

Job Responsibility

Customer Management:
Drive customer issue resolution and escalations in a timely manner
Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery
Drive customer satisfaction by monitoring feedbacks and taking corrective actions
Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences
Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions
Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.
Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate
Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support.
Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments.
Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards.
Increasing silver & gold certified technicians in workshops.
Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly.

People Management:
Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements.
Provide trainings support to service partner on specialty tools, send mechanics to training center when needed.
Coordinate and execute pre-delivery inspection training.
Facilitate trainings of new products and tools to ensure service partners are well prepared.

Stakeholder Profiles & Nature of Interactions

Internal
State Service Manager
Drive after-sales revenue through Service Network – update and seek support on need basis

RTSM Product Line
Provide inputs specific product issues

RPM Service Network
Drive spare parts sales through service network

Sales Team (TSMs/SPMs)
Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team
Technical product issues

SHQ
Claims resolution

Prolife team
Support on market share improvement/prolife sales improvement

Sales Team (TSMs/SPMs)
Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team
Technical product issues

External
Customer
Issue resolution and engagement

Dealership team
Issue resolution & overall dev towards company’s goal achievement

Technical Institutes(ITIs/DTIs)
Skill development Programs

Desired Candidate Profile

Education Bachelors degree (B.Tech in mechanical/Automobile/Electrical)

Relevant Experience :5 – 7 Years

Experience in Automobile Industry

Skills & Competencies

Problem Solving Skills

Customer Driven

Sales Skills

Administrative Skills

Interpersonal Skills

Senior Manager – EV Marketing (Influencer M

Purpose of the Role

The goal of the Influencer Marketing Manager is to create and execute effective influencer marketing strategies that align with the organization’s brand goals and objectives. This position is critical to maximizing brand exposure, engagement, and customer loyalty through leveraging relationships with influencers. The manager will identify key influencers, collaborate with them, manage influencer campaigns, and measure the impact of these initiatives. The main goals are to build strong influencer relationships, produce powerful content, and enhance the organization’s overall growth and reputation.

Job Responsibility

1. Strategy Development:
Campaign Planning: Develop and execute influencer marketing strategies aligned with the overall marketing goals of the automotive brand or specific vehicle models.
Objective Setting: Define clear objectives for influencer campaigns, such as increasing brand awareness, generating leads, promoting new vehicle launches, or enhancing brand perception.
Audience Targeting: Identify and target relevant audience segments through influencers who resonate with the brand’s values and appeal to potential car buyers.

2. Influencer Identification and Management:
Research: Identify suitable influencers with a strong presence and credibility in the automotive niche or among target demographics.
Relationship Building: Build and maintain relationships with influencers through effective communication, fostering partnerships, and understanding their audiences.
Contract Negotiation: Negotiate terms of collaboration, including compensation, content requirements, exclusivity agreements, and performance metrics.

3. Content Strategy and Execution:
Content Development: Collaborate with influencers to create authentic and engaging content that showcases the features, benefits, and unique selling points of vehicles.
Content Guidelines: Provide influencers with clear guidelines and brand messaging to ensure consistency and alignment with the brand’s image.
Content Distribution: Coordinate the distribution of influencer-generated content across relevant social media platforms to maximize reach and engagement.

4. Campaign Monitoring and Optimization:
Performance Tracking: Monitor key performance indicators (KPIs) such as reach, engagement rates, click-through rates, and conversions to evaluate campaign effectiveness.
Data Analysis: Analyze data and insights to measure ROI, identify trends, and optimize future influencer campaigns.
Optimization: Continuously refine strategies based on performance data and market trends to achieve campaign objectives more effectively.

5. Compliance and Risk Management:
Regulatory Compliance: Ensure that influencer campaigns comply with advertising regulations and guidelines to maintain transparency and consumer trust.
Brand Protection: Safeguard the brand’s reputation by monitoring influencer content for accuracy, adherence to brand guidelines, and alignment with brand values.

6. Market Research and Insights:
Industry Knowledge: Stay informed about industry trends, competitor activities, and consumer preferences within the automotive sector.
Consumer Insights: Utilize market research and consumer insights to inform influencer strategies, content creation, and campaign targeting.

Stakeholder Profiles & Nature of Interactions

Internal:

Head EV and PV Marketing: Review of performance, key messaging, and content approval
Consumer & Product Marketing teams: Delivery of projects and work according to plan/roadmap
Brand Managers: Key messages for communication of product launches, campaigns, etc.
Commercial/S&M Functions: Developing digital content for all S&M functions
Zonal Sales team: Inputs to design regional campaign communications

External:

Customers: Communications, feedback, testimonial content generation
Agencies: Online content development, content approval, identifying influencers

Desired Candidate Profile

• Qualification : MBA (Marketing), Graduate (Public Relations). Certification in Online Reputation Management is a plus.
• Desired Work Experience : 3-15 years of work experience in digital content development, influencer marketing, digital marketing.
• Necessary Knowledge : Social Media and Influencer Marketing strategies
• Digital Marketing
• Skills in developing and guiding the creation of high-quality, engaging content in collaboration with influencers
• Brand management
• Proficient in influencer campaign monitoring tools is a plus.
• Desired Industry and Sectors : Automotive industry, digital marketing sector

Skills & Competencies

• Social Media and influencer marketing strategies
• Digital Marketing
• High-quality content development
• Brand management
• Strong interpersonal skills
• Creative thinking
• Project management skills to handle multiple influencer campaigns simultaneously