Responsibilities & Key Deliverables
Customer Experience: Ensure exceptional experience at all customer touchpoints.
Complex Concern Resolution: Handle escalated technical & dealer-related issues, investigate, collaborate with teams, and close the loop with customers.
Technical Support: Partner with Tekline teams to resolve technical concerns efficiently.
Dealer Coordination: Work with dealership stakeholders to resolve dealer-related issues.
Concern Repository: Maintain organized records from all channels (website, email, social, dealerships).
Stakeholder Collaboration: Engage with dealerships & M&M teams, ensuring adherence to processes and timelines.
Agile Response: Address concerns quickly within defined TAT.
Feedback Analysis: Analyze customer feedback via tools (e.g., Intello), identify trends, and share insights with leadership for product/service/process improvements.
