Customer Engagement Manager 6 - MEAL

Mahindra And Mahindra Ltd.; Chennai District; On-site; INR 6,00,000 - 8,00,000; Full time

Job summary

A leading automotive company in Chennai is seeking a professional to manage Customer Complaints and enhance Customer experience. The ideal candidate should have 2-5 years of experience and preferably an Engineering background, along with a strong ability to manage relationships with EV customers. Responsibilities include ensuring processes are followed for customer complaints and providing proactive support based on customer feedback. This role offers a dynamic environment focused on technology and customer engagement.

Qualifications

• 2-5 years of experience in Customer experience.
• Experience in OEM background is preferred.
• Ability to interact respectfully and professionally with customers.

Responsibilities

• Follow up on Customer complaints Management processes.
• Monitor TAT for resolution and ensure adherence to processes.
• Act as SPOC for managing EV customer relationships.

Skills

Customer experience

Communication skills

Technical understanding

Problem-solving

Analytical skills

Education

Graduation in Engineering/BE (Auto/Mech./Production)

MBA (optional)

Job description

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Date: 5 Jan 2026

Location: Chennai, Chennai, IN

Customer Complaints Management & Social Media (Online Reputation Management)

• Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
• Monitor Turn Around Time (TAT) for Resolution
• Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution
• Real Time Alert for high sentiment situations
• Take ownership for key critical organisational reputation influencing situations
• Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
• Internal Escalation - Highlight Opportunities for Error and Escalate Real time
• Provide end to end Sales support to field teams
• Support on EV Charging ecosystem end to end

Manage Customer relationships

• Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
• Act as SPOC to manage EV customer relationships for EV customers
• Work on Intello poor feedback
• Manage the Unscheduled visits / WH customers and there concers

• Real time Field Support on Key concerns (handling approach)
• Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales)
• Drive corrective actions based on RCA (Root Cause Analysis) of escalated concerns through AO teams

Real time alerts on Senior Management Escalations

Experience

2-5 years
Background in Customer experience

Industry Preferred

OEM Background

Qualifications

Graduation preferably Engineering/BE (Auto/Mech./Production)
MBA (optional)

General Requirements

Designing & Implementing Customer Experience
Understanding of Sales ecosystem
Market Acumen & Market Intelligence
Incident Management
Product Knowledge & Application
Basic technical understanding
Ability to deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.
Strong interest in technology, particularly EV/ software products

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