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Customer Service Process & Escalation Manager


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You’ll be our:Process & Escalation Manager

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

You’ll be Aligned with: Manager-Customer Service

You’ll be a member of: Customer Service Team


What you’ll do at Ather:

  • 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.

  • Ensure all customer queries are resolved within SLA.

  • Conceptualize customer grievances & retention strategies based on extensive analysis of customer support operations processes

  • Collaborating with SPOCs of different verticals for Resolution of complaints



Here’s what we are looking for: 

  • Great communication skills in English is non-negotiable. Fluency in Hindi and regional languages will be good to have.

  • Presence of mind, at all times. While it may sound relatively easy and a ubiquitous quality, a combination of situational awareness and an ability to proactively address concerns and anticipate issues based on the available data is a key requirement.

  • The ability to not just to troubleshoot, but to make every interaction a great experience.

  • 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.

 


You bring to Ather:

  • A graduation degree in any field works just fine

  • 7 to 10 years of relevant experience 



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