EMotorad | Customer Relationship Management Team Lead | pimpri-chinchwad
4 weeks ago
About EMotorad:
We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen".
People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs." The company aims to bring across top-quality e-Bikes which would currently cost way more in the Indian market at an affordable price utilizing its local sourcing and manufacturing capabilities.
Let's talk numbers
We are currently the market leader in India across the e-bike category and are just on the verge of announcing our series C.
Having grown from a team of 5 to now 150+ across the globe, from a small garage to now offices across 21 countries and clocking in INR 300+ Cr revenue in first three years of operations. We have raised series B from global investors.
We think this is a great start to our exciting journey.
Come, join us, help us transform the world, mobility and have a blast while doing it Think you are the right fit? Feel free to apply
Position Overview:
We are looking for an experienced and dynamic CRM Team Lead with 3-4 years of
experience to join our team in the Electric Vehicle (EV) industry. The ideal candidate will
be responsible for leading the CRM team, overseeing commissioning activities,
managing agents, and handling level 1 escalations. The role demands a strong
communicator with hands-on experience with CRM and helpdesk software, and a deep
understanding of customer needs within the EV space.
Key Responsibilities:
Lead CRM Operations: Oversee day-to-day CRM operations, ensuring the
system is functioning smoothly and meeting customer requirements.
Team Management: Lead and manage a team of CRM agents, providing
guidance, training, and support for their professional development.
Commissioning Oversight: Lead the commissioning process, ensuring
successful CRM tool implementations and optimizations for the team and
business needs.
Escalation Management: Handle and resolve level 1 customer escalations,
ensuring timely and effective solutions while maintaining high customer
satisfaction.
CRM Optimization: Work hands-on with CRM and help desk software,
identifying and implementing improvements to enhance efficiency and user
experience.
Reporting & Analysis: Monitor CRM performance and generate regular reports
for senior leadership on team performance, issues, and opportunities for
improvement.
Cross-functional Collaboration: Collaborate with other departments (Sales,
Support, Technical) to ensure CRM processes align with business goals and
customer expectations.
Training & Development: Provide training and mentoring to CRM agents on
best practices, new tools, and customer service excellence.
Qualifications & Skills:
Experience: 3-4 years of experience working with CRM systems, including
hands-on experience with CRM or helpdesk software (e.g., Salesforce, Zoho,
HubSpot, Zendesk).
Industry Knowledge: Preferably experience in the Electric Vehicle (EV) industry
or a related field, with an understanding of customer needs and challenges in this
space.
Communication: Excellent verbal and written communication skills; ability to
articulate complex information to both technical and non-technical stakeholders.
Problem-Solving: Strong problem-solving skills, with the ability to handle
customer complaints and escalations professionally and effectively.
Leadership: Proven experience in leading and motivating a team, fostering
collaboration, and driving performance.
Technical Skills: Comfortable using CRM software, help desk platforms, and
basic analytics tools.
Customer-Centric Mindset: A commitment to delivering exceptional customer
service and maintaining customer satisfaction.
Adaptability: Ability to thrive in a fast-paced, evolving environment with a focus
on continuous improvement.
Preferred Qualifications:
CRM Tools Expertise: Familiarity with multiple CRM platforms, automation tools,
and integrations.
EV Industry Insight: Prior experience working within the Electric Vehicle (EV)
sector or related technology-driven industries.
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pimpri-chinchwad, India EMotorad Full timeJob Summary The Control Tower Manager is a critical role in overseeing and optimizing Emotorad's supply chain and logistics operations. The candidate will act as the central hub for real-time decision-making, ensuring seamless operations across the entire supply chain. This role requires strong analytical skills, problem-solving abilities, and expertise in...
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Pimpri Chinchwad, India EMotorad Full timeAbout EMotorad:We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen".People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs." The company aims to bring across...
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