Retail Partner Relationship Manager

You’ll be our: RP Relationship Manager

You’ll be based at: Zonal Offices (Ahmedabad, Pune, Hyderabad and Kolkata)

You’ll be Aligned with: National Lead - Customer Service

You’ll be a member of: Customer Service Team

Roles and Responsibilities

• 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 abandonment
• 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

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Here’s what we are looking for

• An eye for detail and improving process
• Ability to work with G-Suite and data we
• Great communication & writing skills in English are non-negotiable
• 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 fi
• Min 2-4 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-o