Customer Support Specialist

Department: Global Customer Support

Location: India

Description

We are seeking a dedicated and bilingual Customer Support Specialist fluent in both Hindi and English to join our dynamic team. In this role, you will manage omni-channel customer interactions including calls, emails, and chats to resolve inquiries, process returns, and accurately maintain customer records within our CRM system.

The ideal candidate possesses exceptional communication skills, a professional demeanor, and a sharp attention to detail when handling large volumes of information.
Join us to be the voice of our brand and help continuously elevate our customer experience!

Key Responsibilities

• Handle multiple live chat conversations simultaneously with customers.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Maintain a courteous and professional tone during all customer interactions to ensure high-quality service and customer satisfaction.
• Resolve customer issues efficiently and escalate complex cases to higher-level support when required.
• Document customer interactions and update customer records accurately in the CRM.
• Follow up on unresolved cases to ensure proper and satisfactory resolution.
• Collaborate with team members and cross-functional departments to deliver consistent and high-quality customer support.
• Exceed customer expectations by providing accurate information and an excellent service experience.

Skills, Knowledge and Expertise

• Fluency in Hindi and English (both spoken and written).
• Strong digital literacy.
• Excellent data entry and writing skills.
• Good knowledge of Google products (Google Sheets, Google Docs).
• Product knowledge or willingness to learn E-hailing services, products & services, travel, and courier solutions.
• Strong verbal and written communication skills.
• Fast and accurate typing skills
• Experience using Customer Support CRMs such as Salesforce, Zendesk, or Zoho.
  
  

Job Benefits

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.
• Final benefits may vary depending on the location
  

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