Manager - Customer Care

Company:

Mahindra & Mahindra Ltd 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 i...