Customer Care Manager

Department: Service
Location: Veer Mahindra (Kannur & Kanhangad Workshops)
Reporting To: AGM – Service

Job Summary:

The Customer Relationship Manager – Service at Veer Mahindra is responsible for delivering exceptional customer satisfaction and relationship management across the Kannur and Kanhangad service outlets. The CRM acts as the bridge between customers and the workshop teams, ensuring prompt resolution of complaints, seamless follow-ups, and consistent customer delight, while driving repeat business through AMC, RSA, and VAS promotions.

Key Responsibilities:

• Customer Engagement & Retention:
• Handle all inbound and outbound service-related calls for Kannur & Kanhangad.
• Track daily service customers and conduct follow-up calls post service.
• Ensure 100% conversion on feedback capture and satisfaction call protocols.
• Promote AMCs, RSA renewals, and service loyalty programs.
• Complaint Management:
• Proactively handle customer complaints and coordinate with the workshop team for resolution.
• Maintain complaint register and ensure closure within 24–48 hours.
• Follow-up on repeat jobs and unresolved issues until customer closure is achieved.
• CSI & Feedback:
• Maintain and track Customer Satisfaction Index (CSI) scores for both locations.
• Ensure proper data submission and daily/weekly feedback reporting to AGM – Service.
• Monitor Net Promoter Score (NPS) and implement action plans to improve scores.
• Database & Reminders:
• Maintain an updated customer database with service due dates, contact details, and interaction history.
• Send service reminders, insurance reminders, and post-service thank-you messages.
• Run WhatsApp and SMS-based engagement campaigns for Kannur & Kanhangad customers.
• Experience Management:
• Coordinate with lounge staff to ensure customer comfort at both locations.
• Manage value-added services communication and upsell support.
• Support on-ground customer engagement events (service camps, women’s days, loyalty meets).

KPIs (Key Performance Indicators):

• Daily Follow-Up Compliance (% of calls made)
• Complaint Closure Rate & TAT
• CSI/NPS Scores – Target Achievement
• AMC / RSA / VAS Conversion
• Repeat Job Recovery Follow-Ups
• WhatsApp Campaign Reach & Response Rate

Requirements:

• Graduate in any discipline (MBA/Service Marketing background preferred)
• 2–5 years of experience in automotive service CRM or customer support role
• Fluent in Malayalam and English (spoken and written); Hindi is a plus
• Strong interpersonal, coordination, and record-keeping skills
• Ability to travel between Kannur and Kanhangad workshops as per schedule

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Provident Fund

Work Location: In person