RP Relationship Manager

You’ll be our: RP Relationship Manager

You’ll be based at: Zonal Office

You’ll be Aligned with: Zonal Sales Manager

You’ll be a member of: Zonal Sales Team

What you’ll do at Ather: Lead & Manage the team of Customer Relationship Executives (CREs) & Customer Relationship Managers (CRMs) who serve as the primary customer facing team of our retail partners to ensure seamless operations and maintain the Ather standards of support, service and experience.

• Accountable for achieving Customer Service KPIs and high standards of customer satisfaction scores (CSAT) at Retail partners PAN India.
• 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 with respective teams to ensure resolution.
• Responsible to publish reports/ dashboards on the performances of CS RPs during reviews and identify areas of opportunities and improvement by collecting the Voice of Customers.
• 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.

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 4-6 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