Mahindra & Mahindra Ltd. Hiring for Assistant Manager – Customer Care at India Full Time

Location: IN

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

Call Centre – Ensure seamless MRC Operations and Review Daily / Weekly /Monthly numbers.Review Processes and suggest Changes from time to time to suit / meet the ever increasing customer demand, Optimize performance and be a cost leader.Support effectively to derive best outputs from Inbound and Breakdown assistance call centre operations.Drive Quality and Customer Experience through continuous improvements in Interaction Quality.Monitor Social Media Response – Efficiency and Quality and Review various aspects of Response Management Performance.Drive Quality Responses and First Time Resolution.Field Support – MIS on Various Concern Management related performances, DMS Improvement Support.Audits and Analytics – RCA Accuracy Audits, Concern Management Trends, Concern Trends, Social Media Trends.Interdepartmental Liasoning – Obtaining and Sharing feedback with Cross functions on CX (Brand / Sales / DMS / IT.Vendor Management – Liaise with vendors and derive best performance outputs

Preferred Industries

Automotive Industry

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Production

General Experience

3-5 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality

Critical Experience

Mahindra Leadership Competencies

Strategic Business Orientation_Business Perspective

Strategic Business Orientation_Anticipating and Leveraging Business Opportunities

Strategic Business Orientation_Strategic Foresight

Strategic Business Orientation_Global mind-set

Leadership through Sustainability_Strategize around,Sustainability Drivers

Leadership through Sustainability_Frugal mind set

Leadership through Sustainability_Stakeholder focus

Leadership through Sustainability_Triple Bottom Line Sensitivity

Customer Focus_Customer Sensitivity

Customer Focus_Customer Delight

Customer Focus_Service Orientation

Innovation Led Transformation _Idea Orientation

Innovation Led Transformation _Change catalyst

Innovation Led Transformation _Risk Taking with Responsibility

Result Orientation with Execution Excellence_Effective Project Management

Result Orientation with Execution Excellence_Passion for Quality

Result Orientation with Execution Excellence_Accountability for results

Result Orientation with Execution Excellence_Agility with discipline

Leveraging Human Capital_Exponential synergy

Leveraging Human Capital_Team development

Leveraging Human Capital_Entrepreneurial engagement

Leveraging Human Capital_Appreciating diversity

Weaving Passion and Energy at Work_Being Passionate about work

Weaving Passion and Energy at Work_Working without Barriers

Weaving Passion and Energy at Work_Blending Fun with work

Weaving Passion and Energy at Work_Learning from Failures

System Generated Core Skills

Communication Skills

Consumer Focus

Designing Customer Experience

Financial Management

Manpower Management

Project Management

Relationship Management

System Generated Secondary Skills

Job Segment: Engineer, Field Service, Engineering, Automotive, Manufacturing