Customer Service Customer Service Executive

0 - 3 Years

you’ll be our: Customer Service Executive

you’ll be based at: IBC Knowledge Park, Bengaluru

you’ll be Aligned with: Business Team

you’ll be a member of:  Customer Service

 

What you’ll do at Ather:

  • To provide a great customer experience on incoming calls and outbound calls

  • 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.

  • Recommend potential areas of opportunity and improvement to management by collecting the Voice of Customer.

  • Keep records of customer interactions, process customer requests.

  • Ensure all customer queries are resolved within SLA.

  • Meeting KPIs such as productivity, Quality, CSAT etc.

  • Collaborate with other team managers to ensure all queries with dependency on other teams are closed with appropriate resolution and in a timely manner.

  • A team player going the extra mile in making every customer interaction a great experience

  • Proactively action mails/ escalations assigned to CS team and ensure mails/ tickets/ follow ups are closed within agreed timelines. Customer to be kept informed at every step/ stage.

  • All updates posted on Google Classroom must be read, acknowledged and followed on calls/ emails

  • Strict adherence to rostered published to avoid any inconvenience to other team members thereby impacting overall customer service


Here’s what we are looking for: 

  • Flair for customer service, self-motivated, team player and right attitude to help a customer

  • Prior CS exposure/ experience in handling customer on calls and emails

  • Communication and articulation skills, multilingual preferred

  • Building and maintaining a good rapport with the customers

  • High energy levels, persuasiveness, and handling problems.

  • Calm, composed and problem solving abilities.

  • Customer convincing capabilities

  • Team Player who can stand up and deliver at times of crisis


You bring to Ather:

  • 1-2+ years of experience in handling customer calls.

  • Should be comfortable working on Google sheets and excel.

  • Good written and verbal communication. Multilingual preferred

  • College or University degree in any discipline 

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