Deputy Manager - Customer Support

Company:

Mahindra & Mahindra Ltd Responsibilities & Key Deliverables Accountabilities: Co-ordinating & keeping track with the CCMs/RCCMs for first connect (L1LC) on Critical escalations, updating in the system & followup for the Root cause and Action Taken until concern closure. Sharing case update & summary with the management for Sr management escalations for ready reckoner. Follow up with the field team on status update of open cases & assist with suggestions for quality closure Ensure L1LC TAT (First connect with customer), Binning TAT, Concern closure TAT & satisfaction closure as per the targets Following up & keeping track on timely closure of open concerns which are pending for more than 2 days Track cases where the customer escalated of no response post L1LC updated in the system. Create / update content for learning sessions catering to various role holders for CX actions, DMS & Power BI:- Newly recruited ASM/CCM/CEM- Newly recruited RSM/RCCM- GET- Dea...