you’ll be our: Customer Service Executive

you’ll be based at: IBC Knowledge Park, Bengaluru

you’ll be Aligned with: Business Team

you’ll be a member of:  Customer Service

What you’ll do at Ather:

• To provide a great customer experience on incoming calls and outbound calls

• 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.

• Recommend potential areas of opportunity and improvement to management by collecting the Voice of Customer.

• Keep records of customer interactions, process customer requests.

• Ensure all customer queries are resolved within SLA.

• Meeting KPIs such as productivity, Quality, CSAT etc.

• Collaborate with other team managers to ensure all queries with dependency on other teams are closed with appropriate resolution and in a timely manner.

• A team player going the extra mile in making every customer interaction a great experience

• Proactively action mails/ escalations assigned to CS team and ensure mails/ tickets/ follow ups are closed within agreed timelines. Customer to be kept informed at every step/ stage.

• All updates posted on Google Classroom must be read, acknowledged and followed on calls/ emails

• Strict adherence to rostered published to avoid any inconvenience to other team members thereby impacting overall customer service

Here’s what we are looking for: 

• Flair for customer service, self-motivated, team player and right attitude to help a customer

• Prior CS exposure/ experience in handling customer on calls and emails

• Communication and articulation skills, multilingual preferred

• Building and maintaining a good rapport with the customers

• High energy levels, persuasiveness, and handling problems.

• Calm, composed and problem solving abilities.

• Customer convincing capabilities

• Team Player who can stand up and deliver at times of crisis

You bring to Ather:

• 1-2+ years of experience in handling customer calls.

• Should be comfortable working on Google sheets and excel.

• Good written and verbal communication. Multilingual preferred

• College or University degree in any discipline