Customer Care Manager

Customer Care Head - Service Department Location Veer Mahindra All Service Locations - Kannur Thottada Kasaragod Company Veer Mahindra Department Service Reporting To Service Head CEO Job Type Full-time On-site About Veer Mahindra Veer Mahindra is an authorized Mahindra Mahindra dealership proudly serving customers across Kannur and Kasaragod with a strong focus on Trust Transparency and Togetherness Our commitment is to deliver best-in-class customer experiences aligned with Mahindra s mission of creating Joyful Ownership for every customer To strengthen our service operations we are seeking an experienced Customer Care Head who will lead customer experience initiatives across all service locations ensuring every Mahindra customer enjoys a consistent transparent and satisfying post-purchase journey Position Overview The Customer Care Head - Service Department is responsible for the end-to-end customer relationship management across all Veer Mahindra service facilities The role focuses on enhancing Mahindra CSI performance driving process excellence reducing repeat complaints and ensuring every customer issue is addressed with speed empathy and accountability This position requires close coordination with Mahindra s Dealer Development team Regional Service Managers RSMs and internal workshop heads ensuring OEM expectations and audit parameters are consistently achieved Key Responsibilities1 Customer Experience CSI Excellence Lead the Customer Relationship team across all service locations Kannur Thottada Kasaragod Drive improvement in Customer Satisfaction Index CSI and Net Promoter Score NPS in line with Mahindra s dealership performance targets Monitor and analyze customer feedback received through Mahindra s DMS CSI Portal m-Pulse and VOC Voice of Customer systems Ensure proactive follow-ups on all post-service calls and zero pending complaints in the Mahindra dashboard Conduct root cause analysis for detractors and repeat complaints to ensure permanent resolution 2 Complaint Handling Escalation Management Handle escalations from customers Mahindra RSMs and the digital feedback platform Ensure First Time Right FTR resolution within defined turnaround time TAT Maintain records of customer escalations job card references and resolutions in DMS and CRM Coordinate with Service Managers Parts and Technical teams to prevent recurrence of issues 3 Process Compliance Management Ensure 100 adherence to Mahindra s Service Process Audit SPA and Dealer Satisfaction Audit DSA standards Monitor CRM workflow compliance in Mahindra DMS - including service reminders pre-intimation calls post-service follow-ups and warranty claim communication Regularly audit customer call quality and feedback logging for accuracy and professionalism Conduct periodic internal audits to ensure proper data entry and timely closure of customer tickets in the Mahindra system 4 Reporting Coordination Submit weekly and monthly reports on CSI FTR and complaint trends to the Service Head and CEO Coordinate with Mahindra Regional Office for CSI improvement plans and customer escalations Track and report customer sentiment metrics to identify high-risk areas and recommend proactive actions Drive implementation of Mahindra service campaigns customer meets and feedback drives 5 Team Leadership Training Lead and mentor Customer Relations Executives CREs and Call Center teams across all workshops Conduct regular training on Mahindra CRM processes empathy-based communication and complaint resolution best practices Build a culture of Customer First mindset across all touchpoints Qualifications Experience Graduate Post Graduate in Business Administration Marketing or Customer Relations 8-12 years of experience in automobile dealership customer care preferably Mahindra Strong understanding of Mahindra s CSI framework DMS m-Pulse and dealer CRM systems Proven record in handling customer complaints OEM escalations and audit requirements Excellent communication skills in English and Malayalam with a customer-first attitude Key Skills Competencies Deep understanding of Mahindra service processes customer lifecycle Strong leadership and team coordination skills Excellent analytical ability for CSI and FTR performance tracking Empathy-driven communication and complaint handling Proficiency in dealership management systems DMS CRM Excel-based reporting Time-bound and data-driven problem solving Performance KPIs CSI Score Achievement of monthly and quarterly Mahindra CSI targets Complaint Resolution 100 closure of complaints within Mahindra TAT FTR First Time Right Maintain above OEM benchmark Audit Scores Positive ratings in Service Process and Customer Experience audits Customer Retention Growth in repeat visit ratio and loyalty metrics Benefits Competitive salary with performance incentives Company benefits travel allowance and Mahindra CRM training certifications Opportunity to lead and shape the customer experience vision for North Kerala s leading Mahindra dealership Job Type Full-time Schedule Day shift 6 days week Experience 8-12 years Automobile Service CRM mandatory Mahindra preferred Location Multiple - Kannur Thottada Kasaragod How to Apply Email hr veermahindra com Subject Line Application - Customer Care Head Service Department Veer Mahindra Job Type Full-time Pay 20 000 00 - 35 000 00 per month Work Location In person