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.
· Handle after-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.
