Customer Success Associate

Job Description

Executive - Customer Excellence About Autoverse Mobility Autoverse Mobility is a dynamic and fast-growing startup in auto parts space headquartered in Bengaluru. The company offers entire universe of car spare parts and consumables be it OEM or high- quality OES (aftermarket brands). Autoverse is committed to providing price, availability and door step delivery of genuine parts to multi brand car workshops (garages) and end customers. Role Description 1. Customer Grievance Resolution - Respond to customers’ grievances with priority and work to resolve them satisfactorily. - Identify critical matters and escalate them to appropriate level for resolution so as to minimize the adverse impact on the relationship. - Proactively communicate the progress on open matters to all stakeholders. - Courteously interact with customers, understand their needs and strive to maintain positive experiences. - Work on improving service metrics – statement reconciliation, fulfilment in time, complaints resolution - Coordinate and support field team and customers in understanding the statements through app and achieve resolution in issues that crop up in billing and payments. 2. Education & Training Support – Internal and External - Gather and interpret customer experience to facilitate improvements in standard processes. - Share the feedback to product, ops and business team for better serving of customers. - Document the information gathered by the field people or through app. Create short video/ written tutorials which are concise without overloading on instructions / documentations. - Develop SOPs, FAQ responses, log issues, compliments and complaints. - Guide internal members (esp new ones) and customers reg reg escalation channels so that they leverage systems and functional support that is available to them. - Demonstrate the app functioning and how customers can use and get service and usage benefits. - Call customers to gather more information on recurring issues and feedback on service. - Perform other tasks that are assigned in supporting service to customers. Must Have: - Languages - Fluent in Kannada, English and Hindi. - Empathy and listening skills - Comfortable in using online and offline channels to help resolve issues and provide quick response to inquiries - Proficiency in MS Office Education: Undergraduate or above Work Experience: 0-3 years Compensation: As per Industry standards Location: Koramangala.