Customer Service Representative

7 days ago

Mumbai, India SimplyTrip Full time

**Company Summary**:
SimplyTrip is a Premium Bus & Luxury Car Rental Company currently serving in Mumbai, Navi Mumbai & Thane. We’re currently working on revolutionizing the age-old industry with the use of technology, continuous core product improvements, and a culture of complete customer satisfaction.

This has helped us become the number 1 highest-rated Bus Rental Company in Mumbai with over 5100+ reviews on Google.

**Role overview**:
We’re seeking to onboard an enthusiastic & dedicated Customer Service Executive to help manage the operations (and hence, customer experience) aspect of our service.

We’re looking for a young customer experience enthusiast to join our team and help us provide to our customers, industry-leading service levels & keep every one of our customers fully satisfied.

**Roles & Responsibilities of the role**:
1) Understand the fundamentals of the business & learn existing operational/customer service processes within the first 20 days.
**Key Actions**:
i) Learn the basics of all verticals like supply, operations, pricing, strategy, etc.
ii) Complete the training program & be mentored by an experienced entrepreneur with significant experience in the consumer services business.

2) Handle customers’ post-booking experience & work towards a zero-issue operation process.
**Key Actions**:
i) Interact with customers to share details, address queries, issues & requests
ii) Act on customer feedback & work with suppliers to implement improvements
iii) Act to pacify & take prompt corrective action based on the feedback from distressed happy/unhappy customers.

3) Coordinate with Supply partners to ensure operational smoothness & key operational metrics are being met
**Key Actions**:
i) Build & maintain strong relationships with suppliers
ii) Monitor operational metrics & work with our supply partners to constantly keep improving them.

4) Work continuously on improving existing operation processes, improving efficiency & customer delight
**Key Actions**:
i) Brainstorm ways to improve existing processes to be more efficient.
i) Innovate on ways to maximize customer delight & brand recall.

**Requirements**:

- 12th pass or equivalent - English medium
- 2-3 years face to face/telephone customer service experience
- Early morning & late evening shift - BPO/Customer support experience
- Excellent verbal & written communication skills
- Very well versed with English & Hindi language.
- Good interpersonal skills to build strong relationships.
- Highly self-motivated with a strong work ethic.

**Benefits**:

- Opportunity to grow based on skill & effort
- Fast-paced - high growth work environment
- 100% Performance linked growth in titles & responsibilities.
- Training opportunities in Customer Experience, Process Management & Leadership.
- High-Quality Workspace

**Working hours: 5 am to 10 am work from home and 1 pm to 5 pm work from office.**

Working days: 6 days working, Tuesday/Wednesday are off.

**Base Salary** - Rs 18,000 - 25,000 per month

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹18,000.00 - ₹25,000.00 per month

Schedule:

- Day shift
- Evening shift
- Flexible shift
- Morning shift
- Weekend availability

Application Question(s):

- Where do you stay in Mumbai?
- What is your last/current monthly salary?
- Can you do an early morning shift starting from 5 am?

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

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