Sr. Associate-Customer care

1 week ago

Bengaluru, Karnataka, India River Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About River

River is an electric vehicle company building multi-utility scooters. At River, we're building scooters of tomorrow for the ambitious youth of today. Because we believe people only need two things to achieve success: the desire to make it to the top, and the means to get there.

With our flagship product River Indie, SUVofScooters, is designed to help you get things done. Engineered to be a dependable ally on your road to success. We are backed by marquee international investors - these are mobility focused funds backed by Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC and Maniv Mobility.

Key Responsibilities

  • Handle customer queries, complaints, and requests through non-voice channels (email, chat, web, social media)
  • Ensure SLAs and response time standards are consistently met.
  • Analyze and resolve escalated or complex cases requiring advanced product or process understanding.
  • Maintain accurate documentation and case notes in the CRM system.
  • Guide, support, and monitor a small team (3–6 associates) to ensure daily targets and quality metrics are achieved.
  • Conduct regular quality audits and feedback sessions to improve team performance.
  • Assist the manager in roster planning, daily task allocation, and training new team members.
  • Foster a positive team environment built on accountability, learning, and customer-first mindset.
  • Identify recurring issues and work with the manager to create process improvement or automation opportunities.
  • Share insights and data trends from customer interactions with relevant internal teams (product, service, operations).
  • Contribute to knowledge base documentation and FAQs for faster query resolution.

Ideal Candidate

  • The candidate must possess strong written communication and comprehension skills and excellent attention to detail and ability to handle multiple tasks simultaneously.
  • Analytical thinking with problem-solving orientation.
  • Empathy and customer-centric mindset.
  • Basic understanding of CRM tools (Salesforce, Zendesk, Freshdesk, etc.).
  • A minimum of 5–6 years of experience in a customer care non-voice process or Chat Support, preferably in an e-commerce, automotive, or technology company.
  • 1+ years of experience in team handling or acting as a point of contact for a small team.
  • Proficiency with MS Office tools (Excel, Word, PowerPoint).

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