Responsibilities & Key Deliverables
As a Customer Engagement Manager at Mahindra Electric Automobile Limited, you will play a pivotal role in managing and enhancing customer interactions and safeguarding the company’s reputation across multiple platforms. Your key responsibilities will include:
Implementing and overseeing structured processes for Customer Complaints Management within Dealer and Regional offices, ensuring professional handling and timely resolution of issues.
Monitoring and managing Turn Around Time (TAT) to guarantee prompt responses and solutions to customer queries and complaints, maintaining high customer satisfaction levels.
Ensuring adherence to established protocols for social media monitoring, including active listening to customer voices, managing first-level issue closures, and providing continuous updates throughout the resolution process.
Generating and responding to real-time alerts for high sentiment situations to protect and promote the organisation’s brand reputation.
Taking ownership of critical reputation-influencing situations, coordinating closely with internal teams and external partners such as Sprinklr and other social listening tools to gather insights and respond effectively.
Facilitating internal escalations by identifying errors or gaps and recommending improvements proactively.
Providing comprehensive sales support to field teams, aiding them in addressing customer concerns and enhancing customer experience.
Supporting the entire Electric Vehicle (EV) charging ecosystem process by engaging with customers and stakeholders to resolve issues and improve service delivery.
Building and managing strong customer relationships by engaging courteously and respectfully to foster loyalty, acting as a Single Point of Contact (SPOC) for EV customers, and addressing unscheduled service visits and concerns diligently.
Offering real-time field sales support by monitoring repeated escalations, collaborating with regional and national sales leadership to develop effective corrective actions based on root cause analyses.
Managing senior management escalations with urgency and providing timely, accurate information to maintain transparency and resolution.
This role demands a proactive approach and strong interpersonal skills to cultivate and maintain premium customer experiences that reflect our commitment to excellence and innovation in the electric vehicle sector.
Experience
The ideal candidate will have 3 to 5 years of professional experience, predominantly in customer experience management roles. Candidates emerging from Graduate Engineer Trainee (GET) programs with 2 to 3 years of relevant experience and a keen interest in transitioning to customer engagement or sales support roles will also be considered.
Experience in handling customer complaints, managing social media reputation, and providing real-time support to sales teams will be highly advantageous. Exposure to technologies related to EV ecosystems and familiarity with CRM platforms will strengthen your candidacy.
Preferred Experience Includes:
Proven track record of managing customer interactions and deliverables in a high-paced environment.
Strong understanding of customer journey mapping and complaint resolution workflows.
Use of social listening tools and platforms such as Sprinklr to monitor and engage with customer feedback.
Collaborative experience working across departments such as sales, technical support, and product teams to ensure holistic customer service.
Ability to manage escalations and provide senior leadership with actionable insights from customer feedback.
Industry Preferred
Preferred Industries:
Automotive sector, particularly 4-wheeler manufacturers with a focus on customer relationship management roles.
Luxury original equipment manufacturers (OEMs), where premium customer service standards are essential.
Consumer durables, technology sectors with strong customer care services, airlines, hospitality, and e-commerce industries that require sophisticated customer engagement and service delivery expertise.
Experience in any of these industries will provide a robust foundation for effectively managing customer relationships and enhancing satisfaction within the automotive electric vehicle domain.
Qualifications
Educational Qualifications:
A Bachelor’s degree in Engineering, preferably in Automotive, Mechanical, or Production disciplines, is highly desirable to align with the technical nature of the automotive electric vehicle business.
An MBA or equivalent postgraduate qualification is considered advantageous and may contribute to strategic decision-making and leadership capabilities.
Additional certifications or training in customer service excellence, CRM systems, or social media management will be beneficial.
General Requirements
General Requirements for Success in This Role:
Strong expertise in designing and implementing customer experience strategies that are customer-centric and align with organisational goals.
Comprehensive understanding of the sales ecosystem in the automotive or related industries, facilitating seamless coordination between sales and after-sales functions.
Excellent market acumen and intelligence to anticipate trends, customer needs, and potential operational challenges.
Proficiency in incident and escalation management, ensuring swift and efficient resolution of customer concerns.
Solid product knowledge, with a focus on electric vehicles and their technical components including EV charging infrastructure.
Good technical understanding enabling effective communication with both customers and internal stakeholders about complex product features.
Demonstrated ability to deliver exceptional customer experiences in dynamic, fast-paced environments and energised by frequent interpersonal interactions.
A keen interest in technology and innovation, especially pertaining to electric vehicles and software-driven automotive solutions.
Exceptional relationship management and customer focus skills, coupled with strong communication abilities to engage confidently with individuals and groups.
Adaptability and agility in learning new products, features, and evolving market dynamics to consistently meet customer expectations and business requirements.
Our commitment to Diversity, Equity, and Inclusion
Our Commitment to Diversity, Equity, and Inclusion
At Mahindra Electric Automobile Limited, we are dedicated to fostering a workplace environment that values and celebrates diversity in all its forms. We believe that an inclusive culture enables innovation, problem-solving, and shared success. We encourage applications from people of all genders, ethnicities, abilities, ages, and backgrounds.
Our policies promote equitable opportunities for professional growth and development, ensuring that all colleagues are supported, respected, and empowered. We actively work to eliminate barriers to inclusion and to create a safe, welcoming environment where diverse perspectives are valued and every individual can thrive.
Join us in shaping the future of sustainable mobility while contributing to a truly inclusive and vibrant workplace community.
Job Segment: Engineer, Automotive, Engineering
