Complaint Support Maanger

Job Description

The above person to be designated Technical Advisor has following responsibilities:

• Managing and responding to escalated customer cases.
• Handling customer’s technical complaints re-directed by OCC Customer care advisors.
• To interpret customer concerns for the auto mechanic, so that the mechanic can diagnose and
  
  

repair problems correctly

• Re-cataloguing customers concerns and comments in the CRM if required based on technical
  
  

expertise.

• Translate customers repair problems into standard repair terminology.
• Responsible for managing customer interactions within defined SLA’s with OCC.
• Provide customers with in-depth information about available aftermarket and OEM (original
  
  

equipment manufacturer) part options

• Be aware of and track “comebacks” and make sure the problem is corrected to the customer and
  
  

dealership’s satisfaction

• Advise customers about warranty protections / potential cost savings
• Take decision by understanding the depth of a complaint.
• Self-directed accomplishment of Quality assurance as well as random sampling within the
  
  

process.

• Generalized Trainings among the OCC advisors for any common technical issues on
  
  

weekly/monthly basis

Additional Information

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.

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