What will I be doing at Ather?
Bring back genuine human interaction between the brand and consumers.
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 want customers to have that one buddy who they talk to, every time they need anything. You will be leading the team that manages those customer interactions. Improving the quality of engagement between the relationship manager and the customers will be a crucial part of your role.
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. We are looking for a team player who has the ability to influence external stakeholders to ensure customer service issues are resolved while offering the customers the best experience.
As the person leading the troops, you will be responsible for quality, providing constructive feedback and improving the customer experience during interactions. You will be the person motivating the team and driving quality if conversations escalate you will be running interference for your team. Supporting day to day operations of the team and improving the process based on customer feedback.
What kind of experience & skills do I need for this role?
We are looking for that potent mix of empathy for customers and the restlessness to solve their problems, no matter what. 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.
What should I have graduated in?
A graduate of science or engineering would be ideal for this role but is not a prerequisite. If you are passionate and knowledgeable about automobiles and technology, you will fit right in. Having a dose of humour, empathy and curiosity will also help.