Customer Experience - After Sales Support Associate

Job Title: After-Sales Support Associate

Location:

Department:

Key Responsibilities

• Provide prompt, empathetic, and effective support to Oben customers.
• Handle 24/7 after-sales support cases including breakdowns, roadside assistance, service scheduling, warranty queries, and product-related concerns.
• Accurately log and update all customer interactions in the CRM and ticketing system.
• Coordinate with service centers, RSA partners, and internal departments to drive closure on customer issues.
• Monitor open cases, follow up with stakeholders, and ensure timely resolution of escalations.
• Educate customers on product features, maintenance tips, and service processes to enhance their ownership experience.
• Maintain high-quality standards in communication, ensuring professionalism, clarity, and empathy at every step.
• Adhere to defined SLAs for resolution, and escalation handling.
• Contribute to continuous improvement by sharing feedback, recurring issues, and customer insights with the team.

Work Schedule

• Shifts:

  24/7 rotational shifts (morning, evening, and night).

• Weekly Offs:

  5 working days with 2 rotational weekly offs.
• Flexibility to work weekends, holidays, and night shifts as per business requirements.

Qualifications & Skills

• Graduate in any discipline (preferably with experience in customer support or automotive industry).
• 1- 3 years of experience in customer service/contact center.
• Proficiency in CRM and ticketing tools; ability to multitask across systems.
• Strong communication skills:

  Proficient in English and Hindi

  (mandatory).
• Knowledge of

  Kannada, Tamil, or Malayalam

  will be an added advantage.
• Customer-centric mindset with a problem-solving approach.
• Ability to remain calm under pressure and handle high-stress breakdown or RSA calls.
• Collaborative attitude to work with cross-functional teams for faster resolution.