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Deputy Customer Care Manager

Date:  16 Jul 2025
Location: 

Bhubaneshwar, Bhubaneshwar, IN

Company:  Mahindra & Mahindra Ltd

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


Job Segment: Engineer, Automotive, Engineering

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