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Rapido is the fastest growing two wheeler ridesharing company in the country. With a vision to provide a convenient commute at an affordable price for the aam aadmi, we are building a solution using the ubiquitous vehicle present in the country i.e. motorcycle. Rapido is looking for an experienced and qualified personnel to join its Customer Service team in Mysore. He/she will be at the forefront of creating this new mode of commute and assisting the key stakeholders in the ecosystem i.e. the Captains (drivers who provide rides to the customers), helping them to participate on the platform smoothly. Your team shall be the channel of communication between the company and the drivers helping the latter to execute their mission effectively. You will also interface with the product team focusing on efficiently eliminating queries of the Captains (drivers who provide rides to the customers). You are responsible to the vision, mission, and culture of the support teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time SLA and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions. Overall responsibilities include · Leading and developing a team of 10-20 executives; responsible for the overall direction, coordination and evaluation of the team. · Carrying out supervisory responsibilities of the team to ensure the Captain is satisfied with the help provided. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. · Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. · Owning and driving performance metrics with the team, and working towards the goal of keeping the Captain happy · Solving complex Captain Service issues and proactively heading off negative service trends. · Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures · Development, analysis and improvement of new strategies and procedures. The Customer Service Manager will have the ability to develop, plan, and implement short- and long-range goals · Developing and achieving performance goals and objectives in order to achieve promised expectations · Voice of the Captain: Summarizing and providing critical analysis to top 3 Captain issues to be improved on a quarterly review cycles Basic Qualifications · 5+ years relevant experience managing 10-20 customer service associates · Direct experience in Contact Center Operations (Customer Service, Sales, or Collections) · Strong oral (speaking, listening, interpretation) and written communication skills. · (If required only) 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day. · Able to work in an ambiguous, internet-speed environment. · Absolute passion for ensuring a great customer experience with every contact. · Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand Preferred Qualifications · MBA or Graduate with 5+ years’ experience · Knowledge of Six Sigma/Lean Processes · Project Management certification · Strong experience in bringing out the best performance of your reports · Strong experience in creating career development plans for reports, and guiding their progression to success · Experience in being a mentor · Exceptional skills in data manipulation and analysis · Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
