Customer Satisfaction Champion

What you will do:

You will ensure the smooth running of ground operations and help drivers have a hassle-free experience - right from training to demos to relationship management, you will play a critical role in team.

Responsibilities:

Operations management

- Responsible for supporting the day-to-day operations for a set of clients and making the operations viable for the Drivers/Drivers Cum Owners.

- Responsible for the upkeep of the products during operations.

- Ensure operations of the product in the network are in line with the agreed SLA's with the customers.

- In case of product issues, diagnose the product problem, report and work with the tech support team

- Integration of ground operations to technology.

- Training drivers on the product, operations, and safety

- Conducting demonstration of the product

- Gather product and market intelligence for improvement of the product

Customer management

- Must have customer service skills and be able to maintain a consistent, elevated level of service.

- To ensure long term and profitable relationships with business partners and supply retention

- First point of contact for the drivers

- Ensure ownership of solving customer problems.

- Managing relationships with aggregators to ensure good operations and effective utilization of the product

The ideal candidate requires:

- Must have relevant experience and must be an engineer

- Structured problem solving, detail-oriented, and customer-first attitude.

- Proven working experience in operations/product support

- Market knowledge (EVs, Charging station deployment, Logistics)

- Proficiency in English and regional language; Communication and negotiation skills

- Good Analytical and problem-solving skills

- People management and ability to build rapport

- Strong time management skills and the ability to prioritize to meet daily, weekly, and long-term requirements and goals.

- Data analytics skills / should be comfortable working with MS excel. Should have the intuition to use data effectively.

What matters more:

- Quality of work

- Approach towards problem-solving

- Dissatisfaction towards mediocre work

- Resilient attitude to bounce back after failing.