You'll be our: RP Relationship Manager
You'll be based at: Zonal Office
You'll be Aligned with: National Lead - Customer Service
You'll be a member of: Customer Service Team
What you'll do at Ather: Lead & Manage the team of Customer Relationship Executives (CREs) & Customer Relationship Managers (CRMs) who serve as the primary customer facing team of our retail partners to ensure seamless operations and maintain the Ather standards of support, service and experience.
- Accountable for achieving Customer Service KPIs and high standards of customer satisfaction scores (CSAT) at Retail partners PAN India.
- Ensure all incoming calls are handled by a team of CRE's by having a rostering mechanism, adequate staffing, and call abandonments
- Ensure all RP CS team members resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Responsible to publish reports/ dashboards on the performances of CS RPs during reviews and identify areas of opportunities and improvement by collecting the Voice of Customers.
- Proactively collate and pick up data points, analyze and initiate corrective actions to enhance customer experience and better the team performance and ensure data sanity.
- Take up all concerns and issues in respective forums and follow up for closure
- Ensure data sanity and be responsible for maintaining accurate data records.
Here's what we are looking for:
- An eye for detail and improving process
- Ability to work with G-Suite and data well
- Great communication & writing skills in English are non-negotiable.
- A love for automobiles. When you are passionate about the product, the ability to pick up the finest details is just faster. Curiosity and excitement about new technology is a great thing to have.
- Good people skills
You bring to Ather:
- A graduation degree in any field works just fine.
- Min 1-2 years of prior work experience
- Flexible to work on weekends - Rotational Shifts. Role wouldn't be a time bound one and may require flexibility beyond shift hours and on week-offs
