Customer Retention - Pune - Female

Position: Customer Retention Executive (CRE): Shivaji Nagar, Pune

Company: River Mobility Pvt Ltd

Exp: 1+ years

About River

River is an electric vehicle company building multi-utility scooters. At River, we’re building scooters of tomorrow for the ambitious youth of today. Because we believe people only need two things to achieve success: the desire to make it to the top, and the means to get there. 

With our flagship product River Indie, SUV of Scooters, is designed to help you get things done. Engineered to be a dependable ally on your road to success. We are backed by marquee international investors - these are mobility focused funds backed by Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC and Maniv Mobility. 

Key Responsibilities

Customer Support & Service:

• Respond to customer inquiries via phone, email, or chat, providing information about products, services, and company policies

Relationship Management:

• Develop and maintain strong, long-term relationships with customers, ensuring a personalised and positive experience

Issue Resolution:

• Handle and resolve customer complaints, issues, or feedback in a professional and timely manner, escalating to higher management if necessary

Customer Retention & Loyalty:

• Identify opportunities to increase customer satisfaction and loyalty by offering solutions that align with customer needs

Follow-up:

• Proactively follow up with customers after resolving issues to ensure satisfaction and prevent future concerns

Documentation:

• Maintain accurate records of customer interactions, transactions, and feedback in the CRM system

Reporting:

• Provide reports on customer feedback, common issues, and areas for improvement to the management team

Collaboration:

• Work closely with sales, marketing, and product teams to share customer insights and improve service offerings

Ideal Candidate 

• Pick up & Drop centrally tracked & monitored to workshops
• Service Reminder calls on daily basis (N-10 & N-5)
• PSF Complaints Follow-up & closure to be tracked
• Appointment (N-1) calls tracking & confirming the appointments with customers
• Appointment conversion ratio & hit rate to be calculated on daily basis