Primary Responsibilities

1. Customer Feedback Management

• Collect and analyze customer feedback to identify areas for improvement.

• Coordinate with the CRM team to develop and implement corrective actions.

2. Customer Complaints Management

• Act as the single point of contact for customer complaints and concerns.

• Record dissatisfied customer concerns accurately through In-Moment Calling and 3rd-Day Feedback.

• Maintain and regularly update the Complaint Tracker based on customer feedback and 1-2-3 In-Moment Scores.

• Ensure timely resolution of complaints within the defined SLA (Service Level Agreement).

• Track all complaints until complete closure and follow up with customers to confirm satisfaction.

3. Lost Case Analysis

• Contact lost/drop-out customers to understand the reasons for discontinued service.

• Analyze customer feedback and identify key reasons for customer loss.

• Develop corrective action plans in coordination with the Service Manager, Workshop Manager and CRM team.

• Update and maintain customer email IDs based on the email bounce report.