Main Responsibilities /Job Summary (Primary deliverables of role & it’s scope)

• Assist manager in planning and executing customer service functions and warranty management.
• Plan / coordinate / assign / supervise with field team on daily basis for field complaints
• Resolve escalated and complex customer issues on time.
• Focus on digital transformation across Customer-facing Service.
• Drive cultural shifts toward digital thinking and agility.
• Understanding of the integration and dependencies of complex processes.
• Ensure that team addresses customer issues and concerns promptly and professionally.
• Assist in revolving employee concerns and developing customer focussed environment.
• Organize service training to team to meet functional objective.
• Identify and resolve problems that affect customer service quality and efficiency.

• Visiting field to listen to customer’s voice/feedback and analyzing the problem.
• Co-ordination with call center team on complaint handling & SLAs

Key Performance Area

Claim / Complaint closure TAT, Spot Visit, Scheduled OEM visit

Claim Settlement, CFT approach in resolving issue

Main Responsibilities /Job Summary (Primary deliverables of role & it’s scope)

• Assist manager in planning and executing customer service functions and warranty management.
• Plan / coordinate / assign / supervise with field team on daily basis for field complaints
• Resolve escalated and complex customer issues on time.
• Focus on digital transformation across Customer-facing Service.
• Drive cultural shifts toward digital thinking and agility.
• Understanding of the integration and dependencies of complex processes.
• Ensure that team addresses customer issues and concerns promptly and professionally.
• Assist in revolving employee concerns and developing customer focussed environment.
• Organize service training to team to meet functional objective.
• Identify and resolve problems that affect customer service quality and efficiency.

• Visiting field to listen to customer’s voice/feedback and analyzing the problem.
• Co-ordination with call center team on complaint handling & SLAs

Key Performance Area

Claim / Complaint closure TAT, Spot Visit, Scheduled OEM visit

Claim Settlement, CFT approach in resolving issue