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Customer Advocate

Gurgaon, Delhi-NCR

Action India Pvt. Ltd

Job Description

Customer Focus :
Customer Issue tracking and initiating improvement action within the plant
Effective and rigorous I2P / 8D, Case Management & CR drive
PIQ identification and drive till closure
Customer Visit tracking and effectiveness
VIP Customer Focus
End to End ownership of all escalations with maximum customer interactions for better customer containment
CSLD Process Drive
FAT Test Quality Control and Monitoring (If Applicable)
TEX Drive
CNPS Action deployment
Active participation in Customer first Initiative
Complete 8D Mentor Certification
Audits :
I2P ownership and audits to improve I2P Quality
Quarterly Preventive actions audit deployment
SPS Audits involvement
ISO Audits Involvement
Helping hand in finding solution for technical failures
Customer First Culture Drive :
Weekly Communication on performance
Events like Customer first day / week
Motivating team with customer heroes / Champion nominations and R&R
*Note : The ones highlighted below are for QBT 6 and can be excluded for QBT 4/5
Soft skills expected
Must have very high drive for customer satisfaction
Must be a peoples person
Good verbal and written communication skills is a must
Must have worked in a customer facing role for at least 2 years for QBT 4/5 and * 5 years for QBT 6
Must have high quality authority
Strong issue close looping experience

Key Skills and Qualification
Preferably an Electrical Engineer
Knowledge on Quality processes
*Preferably a green belt certified candidate
Manufacturing background will be an added advantage
*Should have worked on salesforce. com or equivalent tools
Middle level Excel and power point skills for QBT 4/5 and* advance level Excel and power point skills for QBT 6
Must have worked on process oriented profile earlier
Key expectations
High on energy to drive customer centric culture in the plant
Manage existing processes and change processes based on customer changing needs
Ensure optimal level of transactions for customers and ensure absence of all issues
*Prepare documents for customers and management and manage follow up
*Develop training programs and ensure optimal level of performance for activities
Manage internal and external customer and provide necessary customer support
Administer and manage customer requests and resolve associated issues for customers
Monitor all customer inquiries and complaints and assist in effective resolution of same
Analyze customer issues, determine causes and initiate corrective actions
Coordinate with customer and ensure optimal level of customer services
Prepare records and monitor results of customer and associate departments
Prepare solutions and ensure retention of all customers and associate business
Analyze all issues of customers and new products and advocate appropriate resolutions from management
Ensure optimal level of customer services

Company Description

Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Two years
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