Retail Relationship Manager

Youll be our:

You’ll be based at:

You’ll be Aligned with:

You’ll be a member of:

What you’ll do at Ather:

• Accountable for achieving Customer Service KPIs and high standards of customer satisfaction scores (CSAT) at Retail partners PAN India
• Responsible for handling a team of CRE/CRM managing the Customer service team at our Retail partners. Building rapport and working relationships with Sales, Service and General managers of RP for smooth conduct
• Ensure all incoming calls are handled by a team of CRE’s by having a rostering mechanism, adequate staffing, and call abandonments
• Ensure all RP CS team members 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.
• Responsible for manpower planning across all retail partner cities based on call arrival pattern
• Ensure all softwares/ applications and tools are available for smooth operations
• Responsible for taking up process & product issues/ concerns at the Retail partner.
• Recommend potential areas of opportunity and improvement to management by collecting the Voice of Customer.
• Ensure all customer queries are resolved within SLA through consistent follow-ups and driving tickets to closure
• Responsible to publish reports/ dashboards on the performances of CS RPs during reviews
• Proactively collate and pick up data points, analyze and initiate corrective actions to enhance customer experience and better the team performance and ensure data sanity.
• Take up all concerns and issues in respective forums and follow up for closure
• Ensure data sanity and be responsible for maintaining accurate data records.

Here’s what we are looking for:

• An eye for detail and improving process
• Ability to work with G-Suite and data well
• Great communication & writing skills in English are non-negotiable.
• 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.
• Good people skills

You bring to Ather:

• A graduation degree in any field works just fine.
• Min 1-2 years of prior work experience
• Flexible to work on weekends - Rotational Shifts. Role wouldn't be a time bound one and may require flexibility beyond shift hours and on week-offs