Responsibilities & Key Deliverables
The Manager - Customer Care will be responsible for the customer support operations for the Spares Business Unit, ensuring superior customer experience through effective handling of queries, complaints, and service requests. The role will focus on driving operational excellence in the 3PL call center, enhancing CRM capabilities, and strengthening cross-functional coordination to deliver seamless customer satisfaction.

Key Responsibilities

Customer Operations & Service Delivery
Manage and oversee the performance of the 3PL call center, including monitoring KPIs/KRAs and conducting regular reviews.
Ensure timely and effective resolution of customer queries, complaints, and escalations to achieve high customer satisfaction levels.
Establish robust service standards, SLAs, and processes for consistent customer experience.

CRM & Digital Enablement
Drive the development, enhancement, and continuous improvement of the CRM platform (MDARPAN).
Ensure accurate tracking, reporting, and closure of customer issues through CRM systems.




Analyze customer data and feedback to identify trends and recommend improvements.

Customer Engagement & Relationship Management
Build and maintain robust customer relationships through skilled, responsive, and solution-oriented communication.
Enhance customer engagement through proactive communication and service initiatives.
Ensure a customer-first approach across all touchpoints.

Technical & Product Support
Provide technical guidance and support to customers on spare parts and product-related queries.
Maintain in-depth knowledge of spare parts portfolio, availability, and technical specifications.
Stay updated on recent product launches, system updates, and process changes.

Cross-functional Coordination
Collaborate closely with internal stakeholders including Sourcing, Operations, Distribution Planning (DP), Dealer Customer Care (DLR CC), and Bazaar Customer Care teams.
Ens

📌 Manager Customer Care Kanhe (India)
🏢 Mahindra & Mahindra
📍 India