Responsible for proactively addressing customer complaints and field concerns by providing immediate solutions, coordinating with technical teams, ensuring timely resolution, and driving product and service improvements. Acts as the Single Point of Contact (SPOC) for escalations, service actions, and customer satisfaction initiatives.
Key Responsibilities
Customer Issue Resolution
Proactively identifies, understands, and resolves customer needs/complaints before escalation.
Provides immediate solutions over phone and email for escalated concerns received via TAR/SCR.
Analyzes data/webpages to recommend corrective actions quickly.
Reviews technical alerts, ensures closure, and updates telematics systems.
Responds to customer emails with prompt action and resolution.
Field Concern Management
Works with PVT (Product Validation Team) and cross-functional teams (CFT) for onsite customer visits, analysis, and problem resolution.
Acts as SPOC for field service actions and ensures on-time closure.
Interfaces with PVT for failure analysis and corrective action implementation.
Conducts field visits when necessary for root cause analysis.
Escalation & Complaint Tracking
Maintains tracker for all escalations and reviews for continuous improvement.
Ensures follow-up and closure of open complaints with necessary documentation.
Prepares daily trackers of routine activities and resolutions provided.
Performs monthly analysis on concerns and prepares presentations for improvement initiatives.
Product & Service Improvement
Collaborates with CoTEK, TeKliner, and EV Tech Team for product enhancement and field feedback.
Collects customer feedback to ensure high CAPS Score (Customer satisfaction index).
Initiates and tracks service actions to ensure timely closure and effectiveness.
Impact / Outcomes
Improved customer satisfaction by proactively resolving issues.
Reduced escalations through early detection and corrective action.
Strengthened collaboration between customer support, product, and technical teams.
Ensured timely service actions, enhancing trust and reliability.
Maintained structured reporting and tracking systems for continuous improvement.
