About DrinkPrime:
Access to safe and affordable drinking water is the biggest problem of urban India. A large percentage depend on bubble water cans (20L cans). However, research shows >85% of these bubble cans are contaminated and not safe for drinking.
On the other side, water purifiers are very expensive. It has a high upfront cost, annual maintenance cost and spares cost extra. Only less than 5% of the urban population have it.
At DrinkPrime, we are on a mission to make safe drinking water accessible and affordable to every resident in India. We are backed by Tier 1 VCs and many prominent angels. They believe in the vision, mission of DrinkPrime and the team. With our tech first approach, we are taking up this audacious mission and believe in solving it. Be a part of history and join us. We can solve this problem together.
Purpose of the Role:
We at DrinkPrime pride ourselves on being obsessed with customer delight. The involvement of the role will ensure that agents provide quality service in line with organisational objectives.
Optimised quality assurance will increase agents’ efficiency through behaviour modification, enhance the quality of service to customers, and improve overall Customer Experience. Therefore, it is important to evaluate agents' performance by having multiple parameters or checklists aligned with agents KPI or organisational performance metrics.
Key responsibilities:
Design and Manage the communication system and quality standards and provide actionable insights
Monitor daily calls & emails and track performance at individual and team level
Provide performance feedback on a weekly basis to customer support agents
Design and implement the quality parameters and evaluation programs
Conduct training sessions to improve the product and process knowledge of the team
Prepare and analyse internal and external quality reports for the team
Research and implement tools for the enhancement of overall customer experience
Manage overall reporting, training, and feedback for the customer experience team
Required Skills:
Any under-graduate (B.E, BCA, BCOM) with 2-3 years of relevant experience
Excellent verbal, written and interpersonal communication skills
Call centre experience will be preferred
Outstanding customer service skills and dedication to providing exceptional customer care
Self-Motivated and Self-Starter with focus on Quality and Customer Service
Exceptional analytical and time management skills
Ability to multitask and successfully operate in a fast-paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (Intermediate Word, basic Excel)
What’s in it for you:
The steep learning curve with great exposure to all the aspects of start-ups
A performance-based environment with no limits to career growth and personal development
An opportunity to collaborate with a team of like-minded, smart, creative people who execute and get things done.