About the role
Role Overview
The After-Sales Support
Associate is the first line of support for customers who have purchased an Oben
motorcycle. The role requires strong problem-solving skills, system navigation
expertise, and a customer-first mindset. You will handle customer queries,
breakdown calls, service bookings, RSA requests, and escalations while
coordinating with cross-functional teams to ensure quick resolution.
Key Responsibilities
·Provide prompt, empathetic, and
effective support to Oben customers.
·Handleafter-sales support cases including
breakdowns, roadside assistance, service scheduling, warranty queries, and
product-related concerns.
·Accurately log and update all
customer interactions in the CRM and ticketing system.
·Coordinate with service
centers, RSA partners, and internal departments to drive closure on customer
issues.
·Monitor open cases, follow up
with stakeholders, and ensure timely resolution of escalations.
·Educate customers on product
features, maintenance tips, and service processes to enhance their ownership
experience.
·Maintain high-quality standards
in communication, ensuring professionalism, clarity, and empathy at every step.
·Adhere to defined SLAs for
resolution, and escalation handling.
·Contribute to continuous
improvement by sharing feedback, recurring issues, and customer insights with
the team.
Requirements
Graduate in any discipline
(preferably with experience in customer support or automotive industry).
·Proficiency in CRM and
ticketing tools; ability to multitask across systems.
·Strong communication skills: Proficient
in English and Hindi (mandatory).
·Knowledge of Kannada, Tamil,
or Malayalam will be an added advantage.
·Customer-centric mindset with a
problem-solving approach.
·Ability to remain calm under
pressure and handle high-stress breakdown or RSA calls.
·Collaborative attitude to work
with cross-functional teams for faster resolution.