Customer Experience

2 days ago

Bengaluru, India Oben Electric Vehicles Full time

Job Title: After-Sales Support Associate

Location: Bangalore (Kudlu Gate)

Department: Customer Experience After Sales (Night Shift)

Key Responsibilities

  • Provide prompt, empathetic, and effective support to Oben customers.
  • Handle 24/7 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.

Work Schedule

  • Shifts: 24/7 rotational shifts (morning, evening, and night).
  • Weekly Offs: 5 working days with 2 rotational weekly offs.
  • Flexibility to work weekends, holidays, and night shifts as per business requirements.

Qualifications & Skills

  • Graduate in any discipline (preferably with experience in customer support or automotive industry).
  • 1- 3 years of experience in customer service/contact center.
  • 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.

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