After sales support Executive

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.