Electric Vehicle Sales

Job Description: Service Champion – OLA Scooters

We are looking for a Service Champion who is passionate about electric vehicles and delivering an exceptional customer experience at our Experience Centre.

Key Responsibilities

1. Customer Handling

Welcome customers with a smile and greet them courteously and professionally.

Verify service requests and capture the Voice of Customer (VOC).

Communicate updates regarding repair and service progress.

Handle telephonic and face-to-face discussions effectively.

2. Diagnosis

Analyze and diagnose scooters to identify required repairs.

Update diagnosis reports in the Workshop Management System (Getafix).

Perform repairs and conduct final inspection to ensure customer satisfaction.

3. System Handling

Track customer complaints in Zendesk and update the system in real-time.

Operate Getafix WMS with 100% process adherence.

Update operational status and estimated time of arrival (ETA) in CRM and WMS.

Monitor scooter health via Telematics Command Centre for deeper diagnostics.

4. Technical Repairs

Fully equipped with knowledge of OLA Scooters.

Repair or replace all scooter parts efficiently.

Stay updated on OLA technical curriculum, EV news, and bulletins.

5. Process & Operational Excellence

Ensure process adherence at the Experience Centre.

Maintain clear bay markings for vehicles and scooters.

Handle invoicing and payment collections.

Keep service bays clean and fit for servicing.

6. Parts & Inventory Operations

Audit inventory regularly; ensure system matches physical stock.

Perform GRN and manage inventory at the Experience Centre.

Ensure warranty parts are returned to the Mother Workshop as per process.

7. Safety & Compliance

Wear uniform and protective gear while servicing scooters.

Use tools and equipment safely.

Ensure fire-fighting equipment is in place and functional.

8. Cross-Selling

Inform customers about scooter accessories and their benefits.

Offer Extended Warranty, Insurance, and Care Subscription options.

9. Escalation Management

Follow up on warranty approvals and exceptional customer requests to avoid delays.

Report any safety concerns to the Experience Centre leader promptly.

Candidate Profile

Passion for EVs and customer service.

Hands-on technical knowledge of scooters.

Good communication and problem-solving skills.

Ability to multitask and maintain process discipline.

Safety-conscious and detail-oriented.