Key Responsibilities :
VOC & Customer Satisfaction Management
- Lead consolidation and interpretation of customer insights from complaints and surveys.
- Deliver VOC intelligence and strategic recommendations to leadership.
- Drive cross-functional improvements in processes, products, and service quality.
- Govern key CX KPIs including CC/100 and ART.
Call Center Operations & CX Excellence
- Oversee operational efficiency, service quality, and cost management of Kia Care & CCS call centers.
- Ensure achievement of CX KPIs through regular operational monitoring.
- Drive continuous improvement in customer service standards and contact center performance.
- Support lead generation initiatives through customer engagement activities.
Escalation & Complaint Management
- Manage enterprise-level escalation frameworks for critical customer cases.
- Strengthen grievance management systems and resolution effectiveness.
Process & Sales Experience Enhancement
- Utilize VOC insights to improve sales and service processes.
- Issue operational advisories and guidelines to enhance customer experience delivery.
Team Leadership & Strategy
- Develop long-term customer satisfaction strategies.
- Build and lead a high-performing CX team focused on continuous improvement.
CX Systems Enhancement
- Lead enhancements in grievance management portals, DMS, Salesforce CRM, and BI reporting systems.
- Improve operational efficiency, reporting visibility, and leadership decision support.
Desired Candidate Profile
- 14-18 Years experience in dealer management, complaint handling and customer grievance management.
- Excellent analytical, communication, presentation and stakeholder management skills.
- Energetic, self-driven and execution-oriented professional.
- Proficiency in MS Office and customer management systems.
Educational Qualification
