What will I be doing at Ather?
A great product needs to be complemented with an even superior support experience. It’s those minor details, those endless moments when you wait on the call for the customer care to respond, the precise replies to your queries and a dash of genuineness in the interaction that make the difference between an irritating interaction and a great experience. And a great experience is a serious business for us. Exactly the reason why we are building a custom relationship model from scratch.
Unlike a traditional call centre model, 1CRM, as what we call it today, will offer you an ability to own end-to-end ownership experience for a limited set of customers. We don’t want customers calling and the call getting randomly connected to whichever executive is free. Instead, we want customers to have that one buddy who they talk to, every time they need anything. You will be that buddy for your set of customers. Their 4 a.m friend of sorts, for anything related to the S340.
To support you will be a robust in-house CRM system with extensive ownership data that will eliminate any information handicap - a spanner in most support scenarios. You will be the primary owner of consumer experience right from product queries to troubleshooting for your set of customers. Simply put, you will be the voice of brand Ather and will be the guardian of delivering a great consumer experience, every time, every day.
Unlike other roles, having extensive work experience might not be a great thing. Simply because if you have been in this field you are probably running on a script which you can blurt out even in your deepest sleep. That’s exactly what we are not looking for. We are looking for that potent mix of empathy for customers and the restless to solve their problems, no matter what.
Like we said, having work experience is not a mandate. But then you should have had enough nightmarish experiences at the receiving end of typical customer care calls and hence know exactly what’s wrong with those kinds of calls.
● Presence of mind, at all times. While it may sound relatively easy and an omnipresent quality, a combination of situational awareness and an ability to proactively address concerns and anticipate issues based on available data is a key requirement.
● Your job is not just to troubleshoot but to make every interaction a great experience. That’s not really possible if you aren’t a people-person. Wit and a sense of humour generally help to douse fires.
● You should have 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.