
Customer Support Agent
2 days ago
Bilingual Customer Support Agent (English & Hindi)
**Role Overview**
The Bilingual Customer Support Agent is responsible for handling inbound customer queries related to cab bookings, cancellations, fare inquiries, lost items, complaints, and other ride-related issues in both English and Hindi. The agent ensures a seamless customer experience by providing accurate information, resolving issues efficiently, and maintaining high service standards.
**Key Responsibilities**
Handle Inbound Calls & Queries: Assist customers with booking rides, cancellations, fare adjustments, ride history, and driver-related issues.
Bilingual Support: Communicate fluently in English and Hindi to cater to diverse customers.
Resolve Complaints & Escalations: Address customer concerns, complaints, and disputes professionally and escalate unresolved issues to the Team Leader or Shift Supervisor.
Assist with Lost & Found Cases: Help customers retrieve lost items by coordinating with drivers and support teams.
Follow Standard Call Scripts & Guidelines: Maintain accuracy, compliance, and professionalism during calls.
Maintain Accurate Records: Update customer interactions, issue resolutions, and ride-related data in the CRM system.
Meet Performance Targets: Achieve KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
Adhere to Company Policies & Compliance: Follow security, data privacy, and operational guidelines.
**Skills & Qualifications**
✔ Education: Minimum 12th Pass / Graduate (preferred).
✔ Experience: 0-2 years in a customer service or call center role (Experience in ride-hailing or transport services is a plus).
✔ Language Proficiency: Fluent in English & Hindi (both verbal & written).
✔ Communication Skills: Strong verbal clarity, listening, and problem-solving abilities.
✔ Technical Skills:
- Familiarity with CRM tools & call center software (e.g., Freshdesk, Zendesk, Five9).
- Basic computer skills (MS Office, data entry, ticketing systems).
- ✔ Customer-Centric Approach: Ability to handle irate customers with patience and professionalism.✔ Flexibility: Willing to work rotational shifts, weekends, and holidays.
Pay: ₹20,000.00 - ₹40,000.00 per month
**Benefits**:
- Provident Fund
Schedule:
- Day shift
- Rotational shift
- US shift
Supplemental Pay:
- Shift allowance
**Experience**:
- Inbound voice: 1 year (preferred)
Work Location: In person
**Speak with the employer**
+91 9845418133
Expected Start Date: 12/03/2025
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