Customer Service

Job Description

Function Hero Innovation Cell Pay Band E4 to M2 Role You would be the first point of contact for our customer and would have to liaison between our company with its current and potential customers. A purpose driven role for you Managing outbound and inbound calls through various platform and convert them in to a potential sale.Voice and non- voice processHighly sales oriented profile with exposure in inbound and outbound sales A Day in the life
1. Efficiently handle a high volume of inbound and outbound calls, emails, chats, and tickets.
2. Collaborate with various departments, including marketing and operations.
3. Effectively manage customer feedback across multiple platforms.
4. Develop and train customer care executives.
5. Daily monitoring of key performance indicators (KPIs) and sales output.
6. Strive to reduce the ticket closure time (TAT).
7. Foster customer engagement and support organic growth.
8. Manage large amounts of inbound calls/emails/chats in a timely manner
9. Follow communication scripts/templates when handling different topics
10. Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
11. Keep records of all conversations in our contact centere database in a comprehensible way
12. Meet personal/team qualitative and quantitative targets
Academic Qualification & Experience 10th/12th/Graduate1-4 years in customer support function
1. Experience: - A minimum of 4-5 years in the field of Customer Care
2. Team leadership experience being essential.
3. Proficiency in working with CRM platforms, such as Zoho and Zendesk.
Technical Skills/Knowledge
• Goal-driven and results-oriented.
• Proficient in Microsoft Excel and Office.
• Analytical mindset with an ability to innovate call management.
• Self-motivated, eager for personal growth, and proactive.
• Strong pitch and persuasion skills.
• Excellent communication skills in both Hindi and English, including written communication.
• Adaptability in uncertain situations with a flexible approach.
• Proficiency in CRM systems and solid typing skills.
• Proven track record of exceeding targets.
• Customer-centric with the ability to connect with diverse personalitiesSelf-Initiator, Motivated and Eagerness to grow to the next level
• Should be able to pitch and must have good conviction skills
• Good communication skills Hindi & English
• Capability to work under uncertainty and Flexible in approach
• Proficiency with CRM and good typing skills
• Track record of overachieving targets
• Customer centric and ability to adapt to different personalities
Behavioural Skills Good communicatorTeam PlayerProblem solversAnalytical mindset What will it be like to work for Hero As the world s largest manufacturer of motorcycles and scooters for the last 22 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India s proudest legacy, a brand that is celebrated by 110 million Indians and is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best. Choose to be with the best, choose to be your best About Hero Headquartered in New Delhi (India), Hero MotoCorp is the worlds largest manufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world.Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in 47 countries across Asia, Africa, Latin America and the Middle East.We have achieved the coveted milestone of 110 million cumulative production and sales since inception. Aligned with its Vision Be the Future of Mobility , Hero MotoCorp plans to achieve its next 100 million sales by 2030. We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp s eight green manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1).Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index.In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) - VIDA, Powered by Hero. VIDA has commenced sales of VIDA V1 its first EV in India and plans to launch the product in global markets.We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India s flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp s Global Corporate Partner.Read more about us. Be with the best. Be your best. Catch-up on all our latest openings .Recruitment assessments We at Hero are equal opportunity employer and committed to a policy of treating all its employees and job applications equally. Some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment processJob Segment: R&D, CRM, Database, Customer Service, Research, Technology,

Keyskills :
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