Data Science/Data Engg Delivery Manager

Job Title: Sales & Customer Support Executive (Voice Process)

Company Brand Name: BikeFixup

Location: Faridabad

Work Mode: Work from Office

Working Days: 6 Days a Week (Rotational Off)*

Key Responsibilities:

Sales Responsibilities:

Achieve monthly sales targets for memberships.

Conduct outbound and inbound calls to pitch plans and convert inquiries into sales.

Provide detailed product knowledge and promote BikeFixup’s services effectively.

Maintain and update lead databases, ensuring timely follow-ups.

Prepare daily/weekly sales reports and analyze customer feedback.

Collaborate with the operations team for seamless service delivery.

Customer Service & Support Responsibilities:

Handle customer inquiries and resolve issues promptly with a professional attitude.

Ensure customer satisfaction by providing clear, accurate, and empathetic communication.

Assist customers in booking services and guide them through the process.

Address complaints or concerns and escalate unresolved issues to the appropriate team.

Follow up with customers post-service to ensure a high level of satisfaction and identify areas for improvement.

Qualifications & Skills:

Education: Minimum graduates preferred.

Experience: Minimum 1 year in sales or customer service roles with excellent communication skills.

Skills:

Strong communication skills in Hindi & English.

Persuasive abilities and a target-driven mindset.

Empathy and problem-solving skills for customer support.

Basic computer knowledge for lead tracking and reporting.

Benefits:

Fixed salary + performance-based incentives.

Training and growth opportunities in a premium two-wheeler service brand.

Opportunity to build a rewarding career in a fast-growing industry.

• Developing front end website architecture.
• Designing user interactions on web pages.
• Developing back-end website applications.
• Creating servers and databases for functionality.
• Ensuring cross-platform optimization for mobile phones.
• Ensuring responsiveness of applications.
• Working alongside graphic designers for web design features.
• Seeing through a project from conception to finished product.
• Designing and developing APIs.
• Meeting both technical and consumer needs.
• Staying abreast of developments in web applications and programming languages.

• 2- 4 years’ experience in solution integration/delivering, and interfacing with customers.
  
• Hands-on experience in SQL and PL/SQL.
• Experience of working in agile teams in implementing large scale digital solutions.
• Good in programming & analytical skills
• Experience in dynamic programming language Python with Django
• Good understanding on enterprise integration, API development, and scalability
• Experience in Software Tools like: Git, Visual Studio code, Jenkins
• Solid experience in System Integration cycles, e.g., code review, source control, code
• quality
• automation scanning, bug scrub, feature testing and product release.
• Able to handle oncall support for bugs caused from delivery
• We are looking for people to co-work with us at our base location (Chennai)
• Ability to co-work with internal teams to optimise and fine tune the integration process
• and move towards a low-code integration framework

The Role

The Project Manager will be responsible for ensuring all projects are delivered using a ‘best-practice’ project delivery approach and are delivered within the agreed scope, time, cost and quality.

Deliver high-quality shippable products as per the scope of the program. He/She will understand the key requirements and scope of the project working with the Product Owner and Business stakeholders.

How You Will Make an Impact:

• Understand how the product works and how it is used by customers.
• Apply strong engineering principles to drive the development and delivery of the Hotfix and minor release. This role has the ultimate responsibility to manage customer satisfaction and team engagement.
• Technically hands-on and support and guide the team members in solutions to customers and driving the best engineering practices for developing software.
• Implement the Agile frameworks in its entirety in the capacity as a flow manager. Ensure the development teams are practicing the core agile principles
• Establish clear ownership for project tasks, ensure that team members have the tools needed and provide timely feedback.
• Report (or contribute in preparing the status report) to the Project Steering Committee as per the schedule and agreed-upon metrics. Track progress and review project tasks to meet project deadlines.
• Assess project issues and identify solutions to meet productivity, quality, and customer goals.
• Timely Interaction with customers on/ off-site to troubleshoot issues, suggests workarounds.
• Should be able to guide/work with the technical team for quicker resolutions and achieve productivity goals for the team.
• Should be able to drive initiatives for productivity and ticket resolution quality improvement.
• Work on providing innovative ideas to improve ticket closure quality.
• Should suggest functionality in the platform to provide ways to improve turn around time for tickets
• Should drive and provide efficient ways for resolution/fixes of common issues across the customers.
• Propose ways to reduce overall tickets, operational efficiencies, and features for product to reduce the support tickets
• Should suggest better implementation for product based on usage on Production
• Should be able to suggest/implement the optimum process for a ticket raised to fix on PROD cycle
• Propose optimum process across departments at interfacing points, do regular ticket analysis and fine-tune the process
• Work on increasing supportability to product, Lead on RED account working with various departments/stakeholders.
• Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management
• Contribute to knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Own large customers for day to day interactions with customers as required. Ensure SLAs are adhered to the accounts
• Ensure successful transition from SE, have regular connection with customers team management and attrition management.

People Management & Recruitment:

• Recruit and manage the team - Coach and Mentor the team members on career growth including performance management discussions. Be the evangelist for a high-performance culture
• Responsible for Resource planning & Optimization driving with utilization to timely deliverables.
• Should engage the team with team building and motivational activities.

What You Bring to the Team:

• 5-7years of solid experience in software product development. Should be in a manager role for at least 4+ years.
• Bachelor’s Degree in IT or Computers Engineering or equivalent degree in Computer Science
• Demonstrated understanding of Project Management processes, strategies and methods
• Experience mentoring, coaching and developing rising talent in the technology department
• Excellent time management and organisational skills and experience establishing guidelines in these areas for others
• Strong sense of personal accountability regarding decision-making and supervising department teams
• Experience working in a high-level collaborative environment and promoting a teamwork mentality 
• Managerial experience applying analytical thinking and problem-solving skills
• Ability to predict challenges and seek to proactively head-off obstacles 
• SCRUM, APM and other agile certificates will be nice to have

Technical Ability:

• Should have experience in transitioning projects (Development and Maintenance).
• Past experience in Building and Managing high-performance teams.
• Exposure to the SAP Platform
• Strong Working Experience in JIRA
• Should have prior development background along with current support role.
• Strong and proven background with experience in Troubleshooting on the Mobile platform
• Knowledge and/or experience with widely successful Agile techniques: Scrum and Kanban.
• Strong orientation towards Technical and functional aspects of the product.
• Strong influencing skills and ability to prioritize the backlog.
• Understanding of customer support processes and tools.

• 2+ Years of hands-on experience in design, architect, developing and delivering
• cross platform Xamarin.Android, Xamarin.iOS and Xamarin.Forms applications
• using Microsoft Visual Studio/VS for MAC.
• Mobile application development fundamentals (Android/iOS - Xamarin)
• Experience in designing and developing custom controls for Android, Windows
• and iOS.
• Should have a strong knowledge of OOPS and intermediate knowledge of
• front-end GUI design and development.
• Working knowledge of data parsing, storing and related patterns.
• Strong in C#, the .NET framework and object oriented programming patterns and
• practices.
• Expertise in MVVM pattern. Code sharing patterns such as dependency service,
• service locator.
• Solid foundation in data structures, algorithms, and object orientation design.
• Knowledge on Agile and Scrum approach is must.
• Demonstrate ability to apply Microsoft Practices and Patterns as guided by the
• Architect.
• Knowledge of Drawing Library will be an added benefit.
• Good to have experience in Unit Test case writing, JSON formation and parsing.

• Develop, implement and optimize new features and existing features in the
• application
• Assist/Perform Unit Testing and Bug fixing.
• Understanding client requirement and suggest optimised solutions.
• Code refactoring as per the TDD(Test Driven Development) guidelines.
• Keeping the project and libraries upto date with latest available
• Integrating external library into existing code base as per client requirements.
• Deploy application to store and App center.