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Customer Support Executive

Customer Communication & Query Resolution​

  • Attend all customer calls promptly and professionally
  • Clarify customer queries related to services, machinery, and app usage
  • Provide comprehensive information about OX Agry services and processes
  • Explain offers and promotions in detail to interested customers
  • Explain agro care products, services, and coverage areas accurately
  • Communicate effectively with customers across different knowledge levels
  • Convey customer expectations and feedback to management when appropriate
  • Escalate issues with difficult customers to the appropriate supervisor

App Support & Troubleshooting​

  • Guide users through app installation, registration, and account setup processes
  • Provide step-by-step assistance for navigating the OX Agry app interface
  • Troubleshoot common technical issues like login problems, app crashes, and connectivity issues
  • Help customers understand error messages and provide solutions
  • Document bug reports from users and coordinate with the development team
  • Test app functionality after updates to provide accurate support information

Booking Management & Assistance​

  • Take bookings directly from customers via phone or other communication channels
  • Guide customers through the booking process using the OX Agry app
  • Assist users in selecting appropriate machinery based on their field requirements
  • Verify vehicle allocation for all bookings to ensure service delivery
  • Confirm that assigned vehicles have reached the customer's field as scheduled
  • Inform customers about their booking status and follow up on pending requests
  • Notify customers of any delays and coordinate with operations team to arrange alternative vehicles if needed
  • Support customers in handling booking cancellations and rescheduling
  • Coordinate with operations team when manual intervention is needed for complex bookings
  • Ensure appropriate machinery allocation based on field conditions and requirements

Payment & Transaction Support​

  • Guide users through in-app payment processes and options
  • Assist with troubleshooting failed transactions and payment issues
  • Explain billing details, invoices, and transaction history features
  • Help customers understand pricing structures and service rates
  • Coordinate with the finance team to resolve payment discrepancies
  • Support customers in accessing and downloading payment receipts

User Education & Onboarding​

  • Create and share tutorial content for new OX Agry app users
  • Conduct virtual or in-person training sessions on app functionality
  • Develop how-to guides and FAQ resources for common app processes
  • Provide guidance on utilizing advanced app features and tools
  • Create user education campaigns for new feature rollouts
  • Develop contextual help content for different user segments (farmers, machinery owners)

Feedback Collection & Quality Assurance​

  • Follow up with customers after service completion to gather feedback
  • Ensure the quality of services meets company standards and customer expectations
  • Gather app-specific feedback through in-app channels and direct communication
  • Document user suggestions for app improvements and new features
  • Forward customer suggestions for app improvements to the development team
  • Categorize and prioritize feedback for the product development team
  • Conduct user satisfaction surveys specifically about app experience and service quality
  • Organize and participate in user testing sessions for new app features

Technical Issue Escalation​

  • Follow established protocols for escalating technical problems to the development team
  • Provide detailed documentation of steps leading to app errors or malfunctions
  • Coordinate with technical teams to test potential solutions
  • Communicate resolution timeframes to users for reported technical issues
  • Verify issue resolution with users after technical fixes are implemented
  • Maintain a knowledge base of common technical issues and their solutions

Data Management​

  • Guide users on managing their profile information within the app
  • Assist with updating farm details, location data, and user preferences
  • Help users understand data privacy settings and information sharing controls
  • Support customers in backing up or transferring app data when changing devices
  • Explain data usage policies and storage limitations
  • Assist with data recovery procedures when applicable

App Feature Support​

  • Provide detailed guidance on using machinery tracking features
  • Assist users with the fuel entry and maintenance logging functionalities
  • Support utilization of the reporting and analytics sections of the app
  • Help customers use in-app communication tools and notification preferences
  • Guide users through document upload and management features
  • Support customers in using scheduling and calendar integration features

Community Support​

  • Moderate and support user discussions in app community forums
  • Facilitate knowledge sharing between experienced and new app users
  • Organize virtual community support sessions for common challenges
  • Create and distribute community guidelines for app-related discussions
  • Highlight successful user stories and best practices within the community
  • Coordinate with marketing team on community engagement strategies

Performance Monitoring​

  • Track app-related support metrics (request volume, resolution time, satisfaction ratings)
  • Monitor app usage patterns to identify potential support needs
  • Analyze support ticket categories to identify areas for app improvement
  • Document frequently requested features and usability enhancements
  • Measure first-contact resolution rates for app-related issues
  • Report on user adoption metrics for new app features

Regional Knowledge & Offer Management​

  • Maintain comprehensive knowledge of current offers and promotions
  • Understand payment terms for each block and region to provide accurate information
  • Stay informed about regional coverage areas and service availability
  • Explain region-specific pricing, services, and limitations to customers
  • Know the details about all agro care products and associated services
  • Keep updated on seasonal offers and regional agricultural needs
  • Provide tailored recommendations based on regional farming practices
  • Coordinate with regional teams for accurate service information

Continuous Learning​

  • Stay updated on all OX Agry app updates and new feature releases
  • Participate in regular training on agricultural technologies and practices
  • Develop expertise in farming equipment specifications relevant to app bookings
  • Learn about regional agricultural patterns to provide contextually relevant support
  • Keep informed about competitive apps and industry standards
  • Actively participate in knowledge sharing sessions with product and field teams