Customer Service Relationship Manager - Customer Support

2 - 5 Years

you’ll be our: Relationship Manager – Customer Service

you’ll be based at: Ather EC, New Delhi

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, emails 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:

● 3-4+ years’ experience in handling customer calls/ emails

● Automobile industry background with technical skills preferred

● Good written and verbal communication. Multilinguals preferred

● Should be comfortable working on Google sheets and excel.

● College or University degree in any discipline 


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