Our Company

nurture.farm is India's leading open digital platform that offers integrated solutions - farm digitization, mechanisation, advisory, agri-input e-commerce, financial solutions - helping secure sustainable outcomes & build for farmer resilience.

- At nurture.farm, our mission is to make agriculture profitable, resilient and sustainable for generations to come. We have designed and deployed solutions across the agri value chain for India and are looking at strengthening our solutions and scaling them to other businesses globally within the UPL ecosystem.

- As part of the OpenAgTM network, we are reimagining sustainability by bringing different players across the food system - from farmers to food producers to consumers - in the spirit of collaboration to change how the whole industry thinks, works and evolves.

- The nurture.farm app, launched in April 2020, has over 2.5 million farmers onboard. The nurture.retail solution, a B2B e-commerce marketplace for agri-inputs, has also scaled significantly in over 10 states and has 80,000+ registered agri-input retailers across India.

- We aspire to create a happy and productive workplace for our employees, that embodies respect and transparency in every part of the organisation. We have had an exciting 3 year journey and are now zealously working towards the path to profitability.

The Opportunity :

To manage Service Support Operations, which includes end to end management of customer compliants and effective resolution delivery with increase in customer satisfaction score. Work with Technology and Product teams to create ticketing system, integrate existing CRM and SOPs to drive on-time complaint resolutions and adherence to SLAs. Partner with Outsourced Teams and Retail teams to ensure continuous reduction in the type of complaints and improving the existing processes to have best customer experience. This person will have to work on market research to look for new business opportunities and develop inhouse skills to drive experience in IC role and build the robust systems to support all customer touchpoints.

What you will do :

- Responsible for QRC Management and resolve all complaints as a single touch point.

- Marker Research, Creating business opportunities and revenue generation

- Look for market best practices of CS to drive CRM Operations in the organization

- To standardize responses to ensure accurate information is passed on to the customer

- Handle Level 2 requests and complaints to develop playbooks and systems to ensure FCR

- Monitor Accuracy of reports and ensure all the required reports are sent as per timelines

- Analyse relevant data to determine customer service outputs

- Identify and address training needs for front line executives

- Co-ordinate and partner with different departments and business teams wherever required

- Ensure all the processes are followed as laid down to deliver world class experience

- Improve customer service processes on ongoing basis

- Work with technology and product teams to create robust system to handle complaints

- Build SOPs and Processes for future to support ease of business

What we are looking for :

- 4-7 years of experience in Customer Service, Managing Customer Service Voice and Non Voice Domestic and International business Operations

- Project Management

- Business Development

- Leading process improvements end to end

- E-commerce or Telecom experience back office support

- Built technology, CRM and Processes in the past to support the live channels

- Minimum 4 years supervisory experience

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