Customer Support Executive

2 weeks 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 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 6000+ 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 service enthusiast to join our team and help us provide our customers with industry-leading service levels & to keep every one of our customers fully satisfied.

**Responsibilities**:
1) Understand the fundamentals of the business & learn existing operational/customer service processes within the first 2 weeks.
**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 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 customer satisfaction levels.

4) Work continuously on improving existing operational 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 telephone customer service experience
- Early morning & late evening shift - 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**:

- Hybrid work - WFH & WFO as per company requirement
- 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 2 pm (Morning Shift) & 6 pm to 3 am (Evening shift)**

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

**Salary** - Rs 20,000 - 25,000 per month

**Job Type**: Regular / Permanent

**Salary**: ₹2,000,000.00 - ₹2,500,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Paid sick time
- Paid time off

Schedule:

- Evening shift
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (required)
- Customer support: 1 year (required)

**Language**:

- Hindi (preferred)
- English (preferred)

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