Rsa Backend Executive

2 weeks ago

Bengaluru, India Royal Brothers Full time

**Backend Executive RSA**

**Position Overview**:
**Key Responsibilities**:

- Respond promptly to incoming breakdown cases from customers, assessing the severity of the issue and obtaining necessary information.
- Probe to identify the need of the customer based on vehicle situation.
- Prioritize and categorize breakdown cases as minor, moderate, or major issues, following established guidelines.
- Attempt on-call resolution for minor issues by guiding customers through basic troubleshooting checks and solutions.
- Collaborate with on-ground supervisors to escalate unresolved on-call cases or major breakdown issues requiring immediate attention.
- Coordinate with technicians and assign repair tasks based on location, severity, and availability of resources.
- Liaise with third-party vendors to arrange repair services in cases where the technicians are out of reach, ensuring seamless connectivity and effective communication.
- Keeping an accurate record of the process and analyzing Mechanic/Service providers performance.
- Arrange replacement vehicles for customers according to the exchange module or process refunds for customer expenses, adhering to company policies.
- Maintain an up-to-date record of breakdown cases, resolutions, technician assignments, and customer interactions in the backend system.
- Ensure that Just-In-Time (JIT) spares are provided to RSA technicians for on-site replacements, facilitating quicker issue resolution.

**Backend Executive RSA**
- Collaborate with the workshop team to arrange the transportation of vehicles to the central workshop for further assessment and repairs.
- Communicate effectively with customers, providing updates on the status of their breakdown cases and repair progress.
- Collaborate with the RSA ground team to identify process improvements and suggest enhancements to enhance the efficiency of the backend operations.
- Adhere to company policies, guidelines, and quality standards while ensuring exceptional customer service.

**Qualifications and Requirements**:

- Any Educational qualification
- Prior experience in a backend support role, customer service, or operations is preferred.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and decision-making abilities.
- Proficient in using backend systems, customer relationship management (CRM) tools, and communication platforms.
- Exceptional organizational skills and attention to detail.
- Ability to multitask and manage priorities effectively in a fast-paced environment.
- Familiarity with automotive or roadside assistance services is a plus.
- Ability to remain composed under pressure and handle customer inquiries and concerns with empathy.
- Willingness to work flexible hours, including weekends and holidays, as per the rotational shift schedule.

**Salary**: ₹15,000.00 - ₹250,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

**Speak with the employer**
+91 9019180185

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