Customer Service Manager

About TVS / Who are we?

TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.

For more information, please visit www.tvsmotor.com. 

Job Title / Role: EV Service Experience Manager

Department: EV

Section: EV Business

Location: Hosur

Education Qualification: BE/MBA

Required Experience: 8 to 10years

About the Department / Vertical/ Section

EV Division at TVS Motor Company: TVS Motor is a pioneer in the Electric Two-Wheeler market, committed to leading the sustainable mobility revolution. As a part of our EV division, we are at the forefront of shaping the future of urban mobility. We strive to innovate and revolutionize the EV landscape globally. Join us in driving the electric revolution forward.

Position description:

Ensure a positive customer experience EV service by implementing seamless end to end irrigation across all touch points. Identify opportunities for improvement and drive enhancement to customer facing processes at the pan Indian level.

Roles and Responsibilities:

• Own the Service Experience episode as part of EV Service agile squad
• Drive NSS and NPS for EV Service experience to industry leadership
• Identify opportunities for improving customer-facing processes and design innovative processes to elevate overall customer experience
• Ensure SDCA adherence through digital solutions
• Identify experiential gaps and design service offerings for them
• Co-create customer engagement programs to improve EV Service engagement
• Build and manage a moderation team for an online EV customer community for Service resolutions

Managing Points (Key KPls/KRAs)

• EV Vehicle Service NPS
• EV Service NSS
• Adequacy of manpower at EV Dealers
• Customer engagement programs
• Experience improvement trainings
• Online Community management - Critical resolutions

Authority

• EV Service NPS, daily booking, retail and customer details report, Grievance management overview, NSS
• Competencies and certification courses/trainings considered necessary to perform this job

Functional competency

• Product Awareness
• Problem Solving
• Customer satisfaction
• Service Management
• Fundamentals of project management
• Information Systems

Behavioral competency

• Communication skills
• Interpersonal relationship
• Emotional Intelligence
• Customer Centricity
• Personal Leadership