Job Description

Customer Care Head - Service Department

Location:

Veer Mahindra (All Service Locations - Kannur, Thottada & Kasaragod)

Company:

Veer Mahindra

Department:

Service

Reporting To:

Service Head & CEO

Job Type:

Full-time | On-site

About Veer Mahindra

Veer Mahindra is an authorized Mahindra & Mahindra dealership, proudly serving customers across Kannur and Kasaragod with a strong focus on

Trust, Transparency, and Togetherness

.
Our commitment is to deliver

best-in-class customer experiences

, aligned with Mahindra's mission of creating "

Joyful Ownership

" for every customer.

To strengthen our service operations, we are seeking an experienced

Customer Care Head

who will lead customer experience initiatives across all service locations -- ensuring every Mahindra customer enjoys a consistent, transparent, and satisfying post-purchase journey.

Position Overview

The

Customer Care Head - Service Department

is responsible for the

end-to-end customer relationship management

across all Veer Mahindra service facilities.
The role focuses on

enhancing Mahindra CSI performance

,

driving process excellence

,

reducing repeat complaints

, and ensuring every customer issue is addressed with

speed, empathy, and accountability

.

This position requires close coordination with Mahindra's

Dealer Development team

,

Regional Service Managers (RSMs)

, and

internal workshop heads

, ensuring OEM expectations and audit parameters are consistently achieved.

Key Responsibilities1. Customer Experience & CSI Excellence

Lead the Customer Relationship team across all service locations (Kannur, Thottada, Kasaragod). Drive improvement in

Customer Satisfaction Index (CSI)

and

Net Promoter Score (NPS)

in line with Mahindra's dealership performance targets. Monitor and analyze customer feedback received through Mahindra's

DMS/CSI Portal, m-Pulse, and VOC (Voice of Customer)

systems. Ensure proactive follow-ups on all post-service calls, and zero pending complaints in the Mahindra dashboard. Conduct

root cause analysis

for detractors and repeat complaints to ensure permanent resolution.

2. Complaint Handling & Escalation Management

Handle escalations from customers, Mahindra RSMs, and the digital feedback platform. Ensure

First Time Right (FTR)

resolution within defined turnaround time (TAT). Maintain records of customer escalations, job card references, and resolutions in DMS and CRM. Coordinate with Service Managers, Parts, and Technical teams to prevent recurrence of issues.

3. Process & Compliance Management

Ensure 100% adherence to

Mahindra's Service Process Audit (SPA)

and

Dealer Satisfaction Audit (DSA)

standards. Monitor CRM workflow compliance in Mahindra DMS - including service reminders, pre-intimation calls, post-service follow-ups, and warranty claim communication. Regularly audit customer call quality and feedback logging for accuracy and professionalism. Conduct periodic internal audits to ensure proper data entry and timely closure of customer tickets in the Mahindra system.

4. Reporting & Coordination

Submit weekly and monthly reports on CSI, FTR, and complaint trends to the

Service Head

and

CEO

. Coordinate with Mahindra Regional Office for CSI improvement plans and customer escalations. Track and report customer sentiment metrics to identify high-risk areas and recommend proactive actions. Drive implementation of Mahindra service campaigns, customer meets, and feedback drives.

5. Team Leadership & Training

Lead and mentor Customer Relations Executives (CREs) and Call Center teams across all workshops. Conduct regular training on Mahindra CRM processes, empathy-based communication, and complaint resolution best practices. Build a culture of

Customer First

mindset across all touchpoints.

Qualifications & Experience

Graduate / Post Graduate in Business Administration, Marketing, or Customer Relations.

8-12 years of experience

in automobile dealership customer care (preferably Mahindra). Strong understanding of

Mahindra's CSI framework, DMS, m-Pulse, and dealer CRM systems

. Proven record in handling customer complaints, OEM escalations, and audit requirements. Excellent communication skills in

English and Malayalam

with a customer-first attitude.

Key Skills & Competencies

Deep understanding of Mahindra service processes & customer lifecycle. Strong leadership and team coordination skills. Excellent analytical ability for CSI and FTR performance tracking. Empathy-driven communication and complaint handling. Proficiency in dealership management systems (DMS, CRM, Excel-based reporting). Time-bound and data-driven problem solving.

Performance KPIs

CSI Score:

Achievement of monthly and quarterly Mahindra CSI targets.

Complaint Resolution:

100% closure of complaints within Mahindra TAT.

FTR (First Time Right):

Maintain above OEM benchmark.

Audit Scores:

Positive ratings in Service Process and Customer Experience audits.

Customer Retention:

Growth in repeat visit ratio and loyalty metrics.

Benefits

Competitive salary with performance incentives. Company benefits, travel allowance, and Mahindra CRM training certifications. Opportunity to lead and shape the customer experience vision for North Kerala's leading Mahindra dealership.

Job Type:

Full-time

Schedule:

Day shift | 6 days/week

Experience:

8-12 years (Automobile Service CRM mandatory; Mahindra preferred)

Location:

Multiple - Kannur, Thottada, Kasaragod

How to Apply

Email:

hr@veermahindra.com

Subject Line:

Application - Customer Care Head (Service Department) | Veer Mahindra

Job Type: Full-time

Pay: ₹20,000.00 - ₹35,000.00 per month

Work Location: In person