Deputy Customer Care Manager

Mahindra

5 - 10 years

Guwahati

Posted: 21/07/2025

Getting a referral is 5x more effective than applying directly

Job Description

Responsibilities & Key Deliverables

Dealer Manpower availability, training plan for dealership, %age trained, %age certified
Adherance to M&M CI norms
Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs)
Workshop Processes & Mgmt Systems - Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition
Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech c
Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training
Dealership Satisfaction Score

Education Qualification

Bachelor of Engineering;

General Experience

5 years and above

System Generated Core Skills

Customer Sensitivity

Service Orientation

Service Management

System Generated Secondary Skills

Consumer Focus

Dealer Relationship Management

Service Planning

About Company

Mahindra is a leading Indian multinational conglomerate with diverse operations across industries such as automotive, aerospace, agribusiness, IT, and finance. Best known for its automobiles, especially SUVs and tractors, the company is recognized for innovation, sustainability, and its strong presence in both domestic and global markets.