Manager - Call Center Operation - B2B - Retailer App

Company Overview:

Plantix is India’s leading digital ecosystem connecting farmers, local retailers and agri-input producers. It is the world’s most downloaded app for farmers - combining artificial intelligence and the expertise of leading research institutions around the globe. Millions of customers use the Plantix Crop Doctor to diagnose crop problems, get recommendations about treatments and the best suited products at their local store. For the first time in their farming life, many are now able to obtain an accurate diagnosis and the right treatment. On top of this, we provide detailed advice on how to avoid crop loss and to minimize pesticide and fertilizer use. With Plantix, we are able to make a meaningful impact in farmers’ lives.

We have also built the country’s largest digital B2B platform, the Plantix Partner App for agri-inputs - connecting tens of thousand local retailers. The company has over 1000 products listed in the product catalogue, offers transparent pricing, easy payment and business management.

Would you love to join our team of over 250 amazing people? We are looking for an experienced Manager to handle our call center operation in India.

Your Role:

• Own and steer our CRM / My Operator and use the data to make the CCA team more effective

• Design scripts and customer answer sheets.

• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Provide training and orientation for the recruits to provide high-quality customer service.

• Understand and resolve customer complaints and grievances and maintain customer relationships

• Work collaboratively with marketing & data teams to build lead pipelines.

• Ensure effective onboarding & training of agents.

• 4+ years of experience in call center services with 2+ years as team lead

• Strong commercial and revenue oriented thinking

• Experience in sales but stronger ties to customer success

• Customer-First-Mindset with a focus on growth - always seeking the ‘why’, ‘how can we make things better’ to drive an outstanding customer experience superior economic results

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

• Fluent in English and Hindi, another Indian language is a valuable plus