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Before Syed Azharuddin joined Meesho in February 2018 to set up the company’s first ever call centre, he wasn’t really a stranger to the brand’s reselling business model. That’s because Azhar’s sister-in-law was already reselling on the app. And today, two years later, some of his other family members are also running their businesses on the app, just like the millions of women across India Azhar is helping, to provide a seamless customer experience on the Meesho app.
Over the course of two years, Azhar, now Manager — CS Operations at Meesho, has built a 400-person strong, end-to-end Customer Operations team.
This in-house call centre we have at Meesho, which also includes email support, inbound support and escalations, ensures that the reseller experience on our platform is optimum. And Azhar along with his trusty army of CX executives, make it happen daily. He has built the team and processes from ground up, starting with just a four-person team two years ago to now managing a pan-India, 400 person strong one. Azhar credits learning how to Take Ownership (a core Meesho value) as the reason for his success here, which is why he loves to instil the same in his teammates too.
So, without much further ado, let’s hear from Azhar about his life at Meesho!
I joined Meesho in 2018 to set up its call centre. Before that Meesho only had chat support in place. Our team was envisioned to be that one stop solution for all reseller problems. However, what started as one line of work has expanded over the last couple of years, and now, be it email escalations, Playstore/Facebook escalations, or any other issue that involves a reseller, my and I usually end up pitching in. Though my responsibilities have increased tremendously, it has been a blessing too. At Meesho, each one of us is encouraged to take ownership, which is why I could see my growth within the company from the beginning.
Azhar (centre) flanked by Meesho CEO and Co Founder Vidit Aatrey (left) and CTO and Co Founder Sanjeev Barnwal
Owning it
Once I joined, I was given complete monopoly to set up the call centre and carry out processes and operations the way I wanted to. Thanks to my core domain experience in customer support, I was able to do a good job in setting up processes. Once the call centre proved to be a success story, Meesho went on to add multiple layers to its customer support, and I was right there to take the lead on that as well.
The way customer support works, even challenges like in-bound, email and all time running processes tend to get monotonous, seeing as we can define and stabilise them over time. This is why getting new challenges that come with the opportunity to solve new problems are exciting for me. I also take on new processes and projects such as co-managing quality, improving cost efficiency, and guiding new resellers on Meesho to grow consistently for this very reason.
Right now, our pan-Indian customer support team has members that speak most if not all Indian languages. From Jammu & Kashmir to Kerala, I am sure I have left no state, when it comes to creating a local team. Based on where volume is coming from, we might add more people for different languages, but there isn’t any language that we have missed out on.
Finding the joys of the job in reseller feedback
Interacting with resellers is where the real satisfaction of the job comes from for me. There have been many resellers who have been associated with Meesho in varying degrees over the years, and when they talk about the business opportunities we are giving them and how satisfied they are, it feels really good to hear that.
Our job is not just to feel the pulse of resellers in terms of how they are doing, but more to understand what problems they are facing. In that process, they also reveal what they like about our work, and that actually puts a smile on our faces. I am reminded of a reseller from Hyderabad, who once rated us as low when asked how likely she was to continue on Meesho. I then called her to understand what was not working for her, and in the process of letting us know where we could improve, she also revealed that she is a single mother and that Meesho gave her a platform wherein she could earn from home.
Azhar (extreme right) with his colleagues
Even with the “We Hear You” videos newsletter format where we address reseller concerns every month, there is a bond that we try to build with our resellers, and it was pretty evident that our efforts are making an impact on them.
Customer support 101
In my line of work, it is important to have domain experience to understand what works well and what doesn’t. Moreover, market research helps us always stay ahead of the competition. As a manager, I have also realised that everything within the team comes from your management style. My simple motto has been to inspire my team so that they inspire the ones that report to them.
I have been inspired by my managers at Meesho, and so I believe that when you’re aware of what you have to do, all that you need to do is inspire and motivate your team members. Whether you get something right or wrong comes in secondary, but all of us are determined to consistently raise our targets and achieve them.
It also speaks to one of our core values of Dive Deep and Solve Problems. When you’re in customer experience there are infinite problems and you just have to pick one and solve one, and keep at it. Even my current VP, Harshit Madan (General Manager & VP — Fulfillment and Experience), asks: Aaj kya problem solve kar rahe ho? You pick a problem and try to solve it the best way you can.
Customer support is not merely a 10–7 or Monday-Friday job; sometimes issues will crop up even at night or during weekends, and you have to be always there to help. And I don’t think I have ever had any problems in doing so and neither has my team.
Living the job 24X7
I have several family members working as Meesho resellers as well, including one of my sisters-in-law. However, I keep things very professional and refuse to discuss any Meesho feedback on a personal level. In fact many resellers within my extended family, are not even aware that I work for Meesho.
My time at Meesho has coincided with some of the best parts of my life, including marriage and becoming a father. I have spent two good years here with a great team. I am reminded of yet another core value that my team and I live by, which is Company>Team>Individual. It works out perfectly because I understand the objective that the company has and when this value gets passed on to the team and the team performs well, it comes down to me. Because team is everything!
Want to join Azhar and team Meesho in creating 20 million entrepreneurs in 2020, then we are hiring across roles. Apply here.
source: http://www.medium.com / Medium / Home / by Mangala Dilip, posted in Meesho Tech / January 31st, 2020