Manager - Customer Care

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 strong customer relationships through professional, 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 new 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.
• Ensure seamless coordination to resolve issues and enhance overall customer delight.
• Act as a central point for aligning customer service initiatives across departments.

Continuous Improvement

• Identify process gaps and implement improvement initiatives to enhance efficiency and service quality.
• Monitor customer feedback and implement corrective/preventive actions.
• Drive automation and innovation in customer care processes.

Preferred Industries

Education Qualification

Graduate/Postgraduate in any discipline (preferred: Business/Engineering)

General Experience

• 8–12 years of experience in customer care/service operations, preferably in automotive/spares domain
• Experience in managing call center operations (3PL/vendor management preferred)
• Exposure to CRM tools and digital platforms

Critical Experience

• Excellent communication and interpersonal skills (both verbal and written)
• Strong customer-centric mindset with focus on service excellence
• Proven problem-solving and analytical capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong stakeholder management and collaboration skills
• High level of ownership, accountability, and responsiveness

System Generated Core Skills

System Generated Secondary Skills