Assistant Manager-Customer Support
Location
Gurgaon | India
Job description
ABOUT US
AGRIM is a fastgrowing agritech startup building an ondemand B2B Agriinputs marketplace. Agriinputs is a $50bn industry spread across Seeds Agro Chemicals Fertilizers AgroTools and Animal Feed. AGRIM has scaled up rapidly across India with 10% of the overall customer universe already onboarded on the platform.
Having closed our Series A round of funding (to be announced publicly in the coming weeks) with Tier1 investors we are very well capitalized. Our Founders are IIT/ IIM graduates and exentrepreneurs (with successful exits) and we have also built one of the best startup teams with senior executives from Tier1 education institutes ecommerce companies such as Amazon Hopscotch Policy Bazaar etc. and experienced industry professionals from the agriculture sector.
1. B2B ecommerce marketplace for AgriInputs (Total Market potential of $50 billion)
2. Founded by Exentrepreneurs IIT & IIM Alumni: Mukul Garg and Avi Jain
3. Backed by 4 Tier1 Investors
4. Growing 5X Month on Month
5. Onboarded 1000 Manufacturers 100000 Retailers Active across India
6. 300 Full time employees
KEY ROLE AREAS
- Lead overall customer experience and support team focused on customer escalation resolution and experience improvement.
- Responsible for driving key CS KPIs like NPS Ticket Resolution TAT %Issues w.r.t Total Orders etc.
- Track and Monitor customer support tickets ensuring quality resolution within set TAT.
- Analyze customer queries to identify trends and implement proactive solutions to nullify key customer pain points.
- Implement improvements to enhance efficiency focusing on automation where possible.
- Own multiple customer facing operational process to ensure timely closures on the same.
- Generate reports on key support metrics utilizing data insights to make informed decisions.
- Identify key data metrics to drive operational efficiency and closely work with data team for dashboarding.
Requirements
- Energetic and Hungry individual who is willing to learn and grow with our startup.
- Ability to think and react in a highenergy fastpaced environment
- A willingness to roll up sleeves to get things done
- Data and Process driven acumen
- Ability to operate simultaneously and effectively in both tactical and strategic modes
NOTE : This is a completely onsite role in Sector66 Gurugram Haryana & 6days a week (MonSat).
Energetic and Hungry individual who is willing to learn and grow with our startup. Ability to think and react in a high-energy, fast-paced environment A willingness to roll up sleeves to get things done Data and Process driven acumen Ability to operate simultaneously and effectively in both tactical and strategic modes NOTE : This is a completely onsite role in Sector-66, Gurugram, Haryana & 6-days a week (Mon-Sat).
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