Customer Service Lead

Location

Bangalore | India

Job description

Namma Yatri: CX Team Lead

Key Responsibilities:

• Handle and drive pre and post-sales support via outsourced contact centre(100+ FTEs)
• Establish a systematic process for partner outreach and relationship management.
• Build and develop commercial and strategic relationships with our key targeted partners.
• Strategize, monitor / evaluate forecasting & headcount planning requirements.
• Negotiate and finalize deals with partners and alliances that benefit the company
• Attend various trade fairs and networking events on behalf of the company.
• Continuously review procedures, controls, and systems to give recommendations for improvements in quality, efficiency & TAT.
• Work in liaison with the sales and marketing team to understand current market trends and build relationships accordingly.

Eligibility Criteria:

• 4-8 years of overall Customer Service experience with 2+ years leading large teams & vendors.
• Sales and Marketing know-how.
• Good understanding and experience of working on CRM / ORM Tools.
• Strong process understanding and analytical skills.
• Ability to think on your feet - High ownership, solution oriented and deliver the highest level of customer experience.
• Languages - Kannada (Mandatory)

About Namma Yatri

Namma Yatri is an ecosystem initiative by Juspay. Namma Yatri is India's first open mobility ride hailing app built on open protocols and 100% open-sourced. It is a community-first ride hailing app to make city transportation efficient, affordable, safe and sustainable. Its USPs are:

● Open Product: Powered by open-source software (like Android, Linux, ChatGPT, Google Chromium etc). Built on open protocols (like Internet, UPI, Mobile 4G/5G etc). Data is open (like Covid19 data, RTI, City's weather etc). Open source enables transparency, collaboration and innovation.

● Zero Commission: It is a 'direct-to-driver' app. There are no middle-men. What the customer pays goes 100% to the driver and his family. In the long term, this is more efficient & sustainable as the riders will pay less and drivers will earn more.

● Community-owned: It is owned by the city, not a single company. The product is defined by the city's 'Community Collective' which takes into account the interests of consumers & drivers and the local regulations. It has broad representation like administrators, philanthropists, influencers, technologists et al.

● Fast, Easy & Safe Rides: Blazingly fast, super-easy app to book rides. Door-step pickups by trusted drivers. Happy drivers and happy customers.

● Namma Yatri Traction so far

● 100% Open-sourced (customer app, driver app, backend platform, ops dashboard) ● Open-data - MVP launched here

● Bangalore: 1.2 Cr Trips. 100K drivers onboarded. 20L+ registered users.

● Other cities: Kolkata, Mysuru, Cochin

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