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Assistant Manager- Customer Support

Kheyti

Kheyti

Customer Service
Posted on Wednesday, May 22, 2024

This is a remote position.

Assistant Manager- Customer Support

Seeking a dynamic Assistant Manager for Customer Support to lead and enhance our customer service team



Kheyti and our promise

  • We exist to increase incomes for farmers affected by climate change - currently building this. We wish to see every farmer be climate-smart. We are working on 3 biggest challenges of our time - climate change, livelihoods & food security!

  • Read more by NatGeo, Mint, Outlook

  • Leadership is globally trained (Mulago, Kellogg, Columbia) & locally experienced (10+ years building agri startups). TED, Elevate, Forbes 30U30.

  • Our team is extremely passionate about solving the problems of agriculture. We value people with this passion and an attitude of entrepreneurship & servant leadership. We focus on their growth and give flexibility.




What you will do

  • Assisting in the formulation of targets for individuals and teams

  • Guiding and coaching the customer support team and providing continuous feedback

  • Addressing the escalation calls and taking over calls when needed

  • Contribute to optimizing procedures and build the customer support system

  • Tracking the team performance with key metrics such as call abandonment, call waiting, etc.

  • Ensure adherence to customer support policies, established procedures, etc.

  • Keep management informed on issues and problems

  • Prepare weekly/monthly/annual results and performance reports of the customer support division

  • Ensure 100% customer satisfaction and provide a great experience to the customers

  • Responsible for TAT for first response and solving the case needs to be achieved


Ideal persona

Qualifications

  • 5 Years experience in Customer support operations

  • 2-3 Years experience in team management

  • Multilingual- Hindi, telugu, english


Attitudes / Ambitions

  • Mission driven: Excited about making a difference in the lives of small-farmers

  • Flexibility to work in a dynamic, often resource-constrained environment


Process

  1. Application: jobs.kheyti.com

  2. Resume shortlist

  3. Round 1 interview - HR

  4. Round 2 interview

  5. Field Visit + Case Study

  6. Final Interview