Senior Customer Care Manager

Senior Customer Care Manager - Tractors

Responsibilities & Key Deliverables

As a Customer Care Manager (CCM) at Mahindra & Mahindra Ltd within the Farm Division, you will be responsible for leading and overseeing all aspects of customer service operations in the Hyderabad Customer Care department. Your key responsibilities include:

• Developing and implementing customer care strategies that enhance customer satisfaction and loyalty.
• Managing customer service teams to ensure timely and effective resolution of customer inquiries, complaints, and feedback.
• Collaborating closely with product, sales, and service teams to ensure seamless communication and delivery of solutions tailored to customer needs.
• Monitoring key performance indicators (KPIs) to evaluate service effectiveness and identify areas for continuous improvement.
• Driving initiatives to improve customer experience by harnessing feedback and analytics.
• Ensuring compliance with company policies and legal regulations related to customer care.
• Facilitating training programs to enhance team capabilities and knowledge about the company’s products and services.
• Preparing comprehensive reports on customer care performance and presenting insights to senior management.

This role requires strong leadership, excellent communication skills, and the ability to handle complex customer situations with professionalism and empathy. You will serve as a vital link between customers and the company, ensuring that customer expectations are met and exceeded.

Experience

The ideal candidate will bring extensive experience in customer service management, ideally within an agricultural or manufacturing context akin to the farm machinery sector. Experience highlights include:

• Proven track record of successfully managing customer care teams in a fast-paced environment.
• Demonstrated ability to implement service improvement initiatives resulting in measurable customer satisfaction growth.
• Experience in handling large-scale customer queries via multiple channels including face-to-face, telephone, and digital platforms.
• Hands-on experience working with cross-functional teams including sales, technical support, and logistics.
• Proficiency in customer relationship management (CRM) software and data analytics tools to monitor service quality and identify trends.
• Strong problem-solving skills, with a history of deploying effective solutions to complex customer issues.
• Exposure to managing service functions within agriculturally focused organisations or heavy equipment sectors would be advantageous.

Industry Preferred

Preference will be given to candidates coming from industries such as:

• Agricultural machinery and equipment manufacturing
• Automotive and heavy vehicle production
• Industrial machinery and equipment supply
• Customer service operations within large-scale manufacturing companies
• Farm equipment dealerships and after-sales service centers

Experience within these industries equips candidates with an understanding of the technical complexities, customer expectations, and operational challenges unique to the sector.

Qualifications

To be considered for this role, candidates should possess the following qualifications:

• A Bachelor's degree in Business Administration, Agriculture, Mechanical Engineering, or a related field is preferred.
• Professional training or certifications in Customer Service Management or Operations Management would be highly beneficial.
• Demonstrated knowledge of customer care best practices, quality standards, and compliance requirements.
• Advanced proficiency in MS Office Suite and CRM software platforms.
• Strong analytical skills supported by formal education or on-the-job experience.
• Excellent verbal and written communication skills in English, with the ability to engage effectively with diverse stakeholders.

General Requirements

General expectations to succeed in this position include:

• Exceptional interpersonal and leadership capabilities, fostering a collaborative and high-performance team culture.
• Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Proactive attitude with a focus on continuous improvement and customer-centricity.
• Strong ethical standards and commitment to maintaining confidentiality and professionalism.
• Capacity to work effectively within a diverse and inclusive environment.
• Adaptability to change and resilience in handling operational challenges.

Our commitment to Diversity, Equity, and Inclusion

At Mahindra & Mahindra Ltd, we are deeply committed to fostering a diverse, equitable, and inclusive workplace where every individual feels valued and empowered. Our dedication includes:

• Promoting equal opportunities for all candidates and employees regardless of age, disability, gender identity, ethnicity, religion, sexual orientation, or cultural background.
• Implementing unbiased recruitment and selection processes aimed at fair evaluation and representation.
• Providing training and resources that encourage understanding, respect, and collaboration among our workforce.
• Encouraging employee resource groups and initiatives that celebrate diversity and support underrepresented communities.
• Maintaining transparent communication channels to address and resolve concerns related to discrimination or harassment.

We believe that embracing diversity drives innovation, contributes to business success, and creates a welcoming environment for our team members, customers, and partners.

Experience Level

Senior Level