Associate Director Customer Service - Service Excellence

Pune, Maharashtra, India | Full-time

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AgroStar is India’s foremost AgTech start-up with a mission of #HelpingFarmersWin through right advisory and solutions, powered by data and technology. It was started with a  vision to solve two of the biggest problems in Indian agriculture - Lack of guidance for healthy and sustainable farming AND limited access to quality farm inputs for consistent and qualitative farming. 

With technology at its core, we have built an innovative & sustainable ecosystem that includes products such as a customized enterprise sales solutions that maps data of farmers' crop life cycles, India's first online farmer community, online agri-advisory with online shopping for inputs and an incomparable logistics solution for last mile rural connectivity. 

We have procured and partnered with leading national and international brands for major agri-inputs like seeds, crop nutrition, crop protection and farm implements, that are needed for farming and we deliver them at the doorstep of farmers. Thus, our efforts at AgroStar are focused to become the driving force to equip our farmers with the power of knowledge to farm better and smarter, through technology and up to date expert advice.  

The company is funded by prominent VCs like Chiratae Venture Partners, Aavishkaar Ventures, Bertelsmann and Accel Partners.  AgroStar is the winner of Economic Times' Best Startup Award 2016, under the 'Social Enterprise' category. 

 

In The Media

Fortune | Economic Times | Agribusiness Global | Yourstory | Entreprenuer Forbes

 

Our Team

 

We are a team of highly motivated individuals, who are willing to push beyond the ceiling, initiate new ideas and take challenges head on. Apart from coffee, working in an extremely fast-paced, dynamic work culture is what we passionate souls thrive on. We ride against the tide as time is never enough and there’s always more to do.

Our mission of ‘Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India. We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role:

We treat the farmer like royalty and delivering a great customer experience is a given, however we strive to delight and make our service a 7-star experience. The customer service associate director is responsible for driving continuous improvement and delivery of customer service backed by solid process and technological capabilities to make Agro star’s customer contact experience world-class.

Manage and lead a strategically-focused team where regular analysis to get neck deep on data, to improvise and enhance our current processes, will be essential. This is a high visibility role with heavy interaction with the management and various business leaders. Analytical ingenuity and leadership, coupled with demonstrated cross-functional operations partnership, are critical skills for this role.

Key  responsibilities will include:

  1. Strategically lead and develop the customer experience team to enhance operational performance and Agrostar service experience by setting clear accountable performance measures and goals
  2. Drive initiatives and process amendments to improve key customer experience metrics such as CSAT, customer complaints, customer NPS etc.
  3. Use customer Insights and RCA to identify companywide improvements and present these recommendations to the management
  4. Actively work on improving and optimizing the cost to service a customer by driving efficient manpower planning, continuously working on process enhancements and new tools /technology implementation
  5. Work effectively and collaborate with multiple stakeholders to influence and drive improvements in customer experience

An ideal candidate would have 10+ years of experience with:

  1. Building and driving customer service strategies
  2. Successfully lead multiple projects with tight deadlines
  3. Proven use of analytical skills to develop and implement new ideas
  4. Outstanding leadership skills with proven track record of managing customer service teams
  5. Outstanding interpersonal relationship building, employee coaching and development skills
  6. Should have demonstrated ability to hustle, adapt and succeed in a dynamic environment
  7. Certification in Six Sigma would be a plus