Senior Associate - Customer Care Support

Purpose

The role holder is expected to focus on delivering exceptional support and service to customers by analysing trends and customer ratings to enhance overall satisfaction. The role holder is responsible for planning, designing and executing customer satisfaction surveys. The role holder is responsible for analysing customer feedback and providing recommendations to improve customer service experience. The role holder is responsible for customer care reviews with regional team, also responsible for CRM process adherence internal and external.

Key Stakeholders

List

Key Expectations of Stakeholders

Internal

Lead – After Market CCS

Ensure high-quality service delivery and continuous improvement in customer satisfaction through analytics.

After Market Service Team

Collaborate and provide recommendations and ensure resolution of issues. Ensure to support in IT Business Application

External

Customers

Receive timely, effective, and professional service based on data-driven insights.

Dealer

Efficient coordination for seamless service delivery

Key Expectations of Stakeholders

Result Outcomes to achieve expectations

Customer Satisfaction process

Improved customer feedback accuracy and process efficiency through well-designed questionnaires, scoring methods, and regular collaboration with stakeholders.

Driving Analytics and Insights

Improved customer satisfaction through accurate records, trend analysis, and collaboration, while providing insights and reports to drive improvements and set CSI targets.

Dealer - Customer Support

Adherence to dealer service process by conducting audits, identifying improvement for customer satisfaction, tracking corrective actions, and providing insights for process, product, and training improvements.

CRM & Training

Drive and Govern service team for adherence of CRM and Provide regular training on CRM.

Result Outcomes to achieve expectations

Enabling outcomes to achieve results outcomes

Customer Satisfaction process

Design and regularly review questionnaires based on customer lifecycle stages, ensuring accurate feedback capture through concise questions, logical flow, and effective scoring, while collaborating with stakeholders to improve the feedback process.

Driving Analytics and Insights

Maintain accurate customer records, analyze trends, and collaborate with aftermarket on corrective actions to improve satisfaction, while providing reports and insights to set and track CSI targets.

Dealer - Customer Support

Analyse customer feedback and complaints to provide insights for dealer improvements, track corrective actions, and recommend process, product, and training enhancements to improve the Customer Satisfaction Index.

CRM & Training

Provide regular training to service team and dealer service team for CRM, also address their queries on CRM with end solution.