Customer Support Representative

About the Role

The Customer Support Representative is a full-time, on-site role based in Hauz Khas. This role involves handling incoming customer inquiries via phone, email, and other channels, providing accurate information about services, bookings, and policies. The representative will resolve customer issues, coordinate with operations and dispatch teams, and ensure timely follow-up on open requests.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, and other channels.
• Provide accurate information about services, bookings, and policies.
• Resolve customer issues.
• Coordinate with operations and dispatch teams.
• Ensure timely follow-up on open requests.
• Log and track interactions in the support system.
• Escalate complex issues when needed.
• Maintain high standards of courtesy and professionalism.
• Gather customer feedback.
• Contribute to service improvements.
• Support customer satisfaction initiatives.

Requirements & Tech Stack

• Proficiency in basic computer applications.
• Experience with customer support tools or CRM systems is preferred.

Qualifications

• Strong Customer Support and Customer Service skills, with experience managing inquiries and resolving issues effectively.
• Excellent Communication skills, including clear verbal and written communication and active listening.
• Customer Satisfaction skills, with the ability to build rapport, manage expectations, and maintain a customer-centric approach.
• Troubleshooting skills, including problem analysis, solution identification, and appropriate escalation.
• Relevant qualifications such as a diploma or bachelor’s degree in business, communications, or a related field are beneficial.
• Previous experience in transportation, travel, hospitality, or related service industries is an advantage.
• Ability to work in a fast-paced environment, handle multiple tasks, and maintain composure under pressure.