Associate - Customer Experience

Ourbus; Delhi; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Ourbus is seeking a Customer Experience Specialist in a remote capacity to delight travelers and pre-emptively solve issues across channels. You will craft systems to improve customer support, build bot-assisted processes, and act as the brand's human interface to ensure a positive travel experience.

You will work with a global team, supporting customers during US hours, and contribute to cross-functional efforts to understand buyer needs and optimize service delivery.

Qualifications

• 1+ years of experience; open to non-traditional backgrounds.
• Tech-savvy; ability to build solutions on no-code platforms.
• Strong process orientation and documentation ethic; familiarity with Excel.
• Willingness to work US hours to support our customers.
• 5-day working week; weekday offs.
• Excellent communication and collaboration with a remote team.
• Empathy for the customer.

Responsibilities

• Handle customer queries via call, chat, email, social, etc.; help build efficient systems.
• Develop ways to deliver faster and explore bot-based interactions.
• Be the brand’s PR face and embody company values in customer interactions.
• Create processes to improve CX team efficiency and internal operations.
• Resolve customer problems with empathy rather than chasing metrics.
• Identify real customer pain points; conduct surveys and collaborate with product.
• Develop deep insights about customer needs and priorities.

Skills

No-code platforms

Analytical skills

Excellent communication

Empathy

Tools

Excel

Job description

Your eyes are peeled for a technology startup that is bringing innovative and palpable change to the built world. You’re passionate about affecting consumer behavior in a way that’s good for our communities and our planet. And if you’re fueled by the idea of applying technology to make a positive impact, look no further. As a customer experience specialist, you’ll be the first line of defense to ensure that the feeling of traveling is as good as the feeling of arriving for our customers. Problem statement Pre-empting customer needs and delighting them whenever they need any support from us.

Responsibilities

• To cater to customer queries via call, chat, email, social, etc. This is going to be the majority of your job when you’re hired, but we’re looking for people who are smart enough to build sophisticated systems with existing tools to be able to make our systems more efficient and interactive
• Identify and build ways to bring to the customer what they want, not just what they need, faster. We’re currently doing this by building sophisticated rules where bots can help customers in instances where they are more efficient than humans. Can you think of other ways? Great, hop on.
• You’re expected to be an embodiment of our brand values. Before someone gets on the bus, the only human interface they might have with our company is through you. You are going to be a PR agent in this sense.
• Create processes to improve the internal day-to-day efficiency of the CX team
• To solve customer problems and not metrics. Your job is not going to be to manage your metrics, there are several people who can do that - we need you to help make our customers’ lives easier coming from a place of deeply rooted empathy for them.
• Solve real-time operational problems that the customers face when they’re on their trip. When you’re on a bus and it breaks down in the middle of the journey, you want to know that there is someone who is on their toes figuring out how to get you to your destination quickly and safely. Can you think on your feet? Great, let’s talk. Conducting customer surveys to understand specific pain points and liaising with product
• Build deep insights about who our customers are and what is that they care about

Requirements

• 1+ years of experience, but you don’t need to be from a customer service background. If you don’t have prior work experience but our problem statement resonates with you, we’re willing to hear you out
• Tech-savvy. We don’t expect you to know how to code, but you’ll be building solutions on no-code platforms. We want you to understand what that means.
• Strong process orientation & documentation ethic. Familiarity with excel/sheets is a must. Good analytical skills will give you a strong advantage Rally OurBus
• We support our customers 24*7, and as a part of this team, you’ll be expected to work during US hours to support our customers
• It is a 5-day working week and those two days away from work would mostly be on weekdays
• Your team and our customers are depending on you for real-time support. We want someone who takes this seriously and is dependable.
• Growth mindset and willingness to learn
• Willingness to roll up your sleeves and do whatever it takes to solve the problem you’re working on
• Excellent communication skills and ability to collaborate with a remote team
• Empathy for the customer.

If you’re someone who treats every customer like a ticket to be solved, then we’re not a good fit for you