CarDekho.com - Manager - Operations - Grievance Resolution (4-10 yrs)
CarDekho.com - Associate Director(Female) - Operations - Grievance Resolution
1. Handling Dealer/Customer Grievances for Consumer auctions business. Set-up Manager & own the process with a team to close tickets within TAT.
2. Maintaining Dealer & Customer Satisfaction Score
3. Monitoring delivery of high-quality customer experience, elevating customer satisfaction while adhering to SLAs & work processes within the turnaround time
4. Work with the legal team to ensure Compliance
5. Tie up processes and work towards Automation. Ensure feedback loop in place to make the process self sufficient.
6. 2 fold expectations from candidates
7. Help in grievance resolution
8. Help in identifying gaps that cause grievances and working with teams to plug them at source so that they don't repeat
9. It's strategy + execution + relationship management role