Job Role : Customer Support Executive

Location : Bangalore

Qualification : Any Bachelors Degree

Responsibilities:

● Respond promptly and professionally to customer inquiries through

various channels, such as phone, email, chat, and social media. Provide accurate information and resolutions to address customer concerns effectively.

● Issue Resolution: Investigate and troubleshoot customer issues, complaints, or technical problems. Strive to provide swift and satisfactory resolutions while maintaining a calm and professional demeanor.

● Personalized Assistance: Understand customer needs and preferences to provide personalized guidance, recommendations, and assistance. Aim to create a positive and tailored experience for each customer using the Namma Yatri platform.

● Customer Advocacy: Act as the voice of the customer within the organization. Gather and communicate customer feedback and insights to relevant teams, contributing to product and service improvements.

● Documentation and Reporting: Maintain detailed records of customer interactions, feedback, and resolutions using Namma Yatri's CRM system. Generate reports to identify recurring issues, trends, and improvement opportunities.

● Proactive Communication: Proactively engage with customers to provide updates, inform them about new features, promotions, or changes. Nurture customer engagement and loyalty through timely and relevant communication.

● Quality Assurance: Monitor and maintain service quality standards by reviewing customer interactions and conducting customer satisfaction surveys. Identify areas for improvement and participate in implementing enhancement initiatives.

● Cross-functional Collaboration: Collaborate closely with various teams, including operations, marketing, and product development. Share customer insights, contribute to process improvements, and ensure a seamless customer experience.

Qualifications and Skills:

● Previous experience in a customer service or customer support role, preferably within the technology or e-commerce industry.

● Excellent verbal and written communication skills, with a strong command of the English, Kannada and Hindi language.

● Demonstrated empathy and patience in handling customer inquiries and complaints, with a strong focus on delivering a customer-centric experience.

● Strong problem-solving abilities and the ability to think quickly on your feet to provide appropriate resolutions.

● Effective multitasking and prioritization skills, with attention to detail in a fast-paced environment.

● Proficiency in using customer relationship management (CRM) software and other relevant tools.

● Basic knowledge of the transportation industry and familiarity with ride-hailing platforms is advantageous.

● Flexibility to work in shifts and handle customer support during evenings, weekends, and holidays, as required.