Senior Associate - Customer Care Support

Defining the Purpose of the Job:
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 and their expectations:
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
Defining Result Outcomes:
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

Experience
3 - 6 Years

Employment type
White Collar - Confirmed

Work arrangement
Yes