Job Description
Job Description: Customer Complaints & Online Reputation Management (ORM)
Job Title: Customer Complaints & Online Reputation Manager
Department: Customer Experience / After Sales
Reports To: Head – Customer Experience / After Sales
Role Purpose:- The role is responsible for managing customer complaints, online reputation (social media ORM), and premium customer relationships. It involves ensuring timely resolution of complaints, safeguarding brand reputation, and building strong relationships with customers including high-profile and institutional clients. The role also provides field support, drives root cause analysis, and enables cross-functional collaboration to improve customer satisfaction and loyalty.
Key Responsibilities :-Customer Complaints Management & Online Reputation Manage and monitor customer complaints raised via dealers, regional offices, and digital/social media platforms.
Track and ensure resolution within defined Turn Around Time (TAT).
Take ownership of critical cases influencing organizational reputation.
Highlight opportunities for error and escalate real-time issues internally.
Establish immediate customer connect in case of thermal or safety-related incidents.
Customer Relationship Management Professionally and courteously interact with customers to deliver a premium after-sales experience.
Act as Single Point of Contact (SPOC) for high-profile EV customers.
Handle unscheduled visits and walk-in customers, ensuring their concerns are resolved promptly.
Work on customer feedback (e.g., Intello poor ratings) and drive corrective actions.
Manage and strengthen relationships with corporate, government, and fleet customers.
Field Support Provide real-time field support for key customer concerns.
Monitor and address repeat escalations by working with regional and zonal teams.
Conduct Root Cause Analysis (RCA) for recurring issues and share insights with RBMs, ZBMs, PVT, and Incidentology teams.
Collaborate closely with Customer Experience (CX) field teams to drive service excellence.
Senior Management Escalations Provide real-time alerts and updates on critical escalations reaching senior leadership.
Ensure resolution updates are communicated effectively and promptly.
Interdepartmental Collaboration ,Share feedback and insights with Product Planning, Marketing, Sales, Service, and Technical teams.
Contribute to continuous improvement initiatives across departments.
Others Continuously upgrade knowledge of EV products and services.
Provide feedback to sales and service capability teams to improve overall customer satisfaction.
Metrics for Success TAT adherence for customer complaint resolution.
Reduction in repeat escalations.
Improvement in customer satisfaction (NPS/feedback scores).
Brand reputation scores across digital and social media platforms.
Effective management of high-profile and corporate customer relationships.
Skills & Competencies Technical Skills Strong knowledge of customer complaints handling and CRM processes.
Experience in Online Reputation Management (ORM) tools and social media monitoring.
Understanding of EV products and after-sales service processes.
Root Cause Analysis (RCA) and reporting.
Behavioral Skills Strong communication and interpersonal skills.
Ability to handle high-pressure and critical reputation-sensitive situations.
Problem-solving and conflict management skills.
Customer-first and empathetic approach.
Cross-functional collaboration and stakeholder management.
Candidate Profile Graduate/Postgraduate in Business Management / Engineering.
5–10 years of experience in Customer Experience / After-Sales / ORM / Complaint Management.
Exposure to automobile/EV/consumer durable industry preferred.
Proficiency in CRM tools, complaint management systems, and social media monitoring platforms.
