you’ll be our: National Head - Customer Service

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

you’ll be Aligned with: Head of Customer Service

you’ll be the member of:Customer Service

What you’ll do at Ather:

A breakthrough product, overwhelming initial response, a highly engaged community, and a retail partner network capable of taking us pan-India.. The Ather 450X is at the forefront of a historic transformation of two-wheeler commute in India.

EVs are poised to account for 25% share in the Indian automotive Industry by 2025 and the scooter industry will lead this shift in demand. It is widely estimated that by 2025, 35-40% of scooters sold will be electric.  Having geared up manufacturing and supply chain for this kind of scale, our focus now is on setting up a sales engine that will deliver a 3X growth year on year over the coming years. We realize that this kind of scale will compromise customer experience and that is a compromise we are not willing to make at any cost. We need you to own and build a customer service department that can support this ambition. 

Responsibilities will extend beyond just customer satisfaction scores. Your role is to build a highly driven team that can scale, manage strong and trusting relationships with our customers, retail partners and vendors, drive customer experience pan-India, and deliver business outcomes. You will need to define the ways of work that ensure high engagement and operational excellence, whether it’s at a company-managed or retail partner-owned customer service centre. You will need to plan for the growth of internal and retail partner teams in terms of capacity and capability building.

Your responsibilities will include being: 

• Provide leadership and direction to the entire customer service department by establishing and overseeing the adoption of the department’s objectives and key results at all levels.

• Ensure that customer service activities are seen to deliver measurable and significant value to the business.

• Evangelize the importance of customer experience to the overall performance of the business and act as the voice of the customer across the organization. 

• Build, hire, and manage the Customer Service Operations team and all their sub-functions. Train and mentor the team to ensure a high morale, a great sense of ownership and a great work environment. 

• Achieve Customer Service KPIs and high standards of customer experience measured through satisfaction scores (CSAT)  pan-India.

• Responsible for delivery of great customer experience across multiple channels including calls, emails, chat, and social media interactions.

• Providing key data and metrics regarding customer service operations and team performances to various internal stakeholders. 

• Identifying themes, patterns, opportunities, challenges, risks and other issues, and recommending solutions.

• Conduct financial analysis for the department, manage the departmental budget and voice any additional financial support to the finance department for the purpose of facilitating improvement in customer service initiatives.

• Identify self-serve and automation opportunities, and liaison with the business software team to ensure continuous development of internal and external business tools.

• Responsible for managing the call centre tools, systems and processes.

• Responsible for forecasting and managing the operational budgets for the customer service team

• Review Customer complaints and VoCs constantly and implement process changes to reduce complaints inflow, improve customer experience and mitigate customer pain points

• Periodic process audits & reviews to ascertain health of business w.r.t deliverables and quality of service committed by Call center

• Calibrate with the Quality team to ensure that the quality of work delivered is in line with Ather’s standards

Here’s what we are looking for: 

• Developing Strategies - that anticipate trends in the organisation and the larger industry 

• Seizing Opportunities - Go-getters who identify business opportunities that can generate sales, boost customer experience, and outperform competition

• Making Decisions - Leaders who assume responsibility and drive action from the front, will stand by their decisions even during difficult conversations 

• Empowering Individual - Encourage and motivate teams and individuals to take decisions independently

• Convincing People - Awesome negotiators that can shape opinions and decisions in the interest of the organisation

• Articulating Information - Excellent and confident communicators

You bring to Ather: 

• A post graduate or equivalent in management from any tier 1/2 B-Schools

• 10+years of work experience  in Customer Service Operations and /or Operational Excellence, preferably in an organization focused on a great customer experience