Customer Support Specialist
Job Description
Kindly note - This position has a maximum budget of 4 LPA.Therefore, candidates who's current or expected CTC exceeds 4 LPA are requested not to apply.
This role is focused exclusively on customer support (non-technical). Candidates with a primary background in technical support are kindly requested not to apply.
MetroRide Kids is a trusted children's transportation service focused on providing safe, reliable, and technology-enabled pick-up and drop solutions. With features such as live tracking, safety notifications, and professional driver support, we are committed to ensuring peace of mind for parents and a secure travel experience for children.
Job Summary: -We are looking for a dedicated and customer-focused Customer Support Executive to join our team. This role involves handling a blended process, which includes both voice and non-voice support, to ensure seamless communication with parents, drivers, schools, and internal teams.The ideal candidate should have strong communication skills, problem-solving ability, empathy, and the capability to manage customer concerns efficiently.
Key Responsibilities -- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer queries through email, chat, and other support channels.
- Assist parents with ride-related concerns, route updates, driver coordination, and service-related inquiries.
- Resolve customer complaints and provide timely follow-up to ensure customer satisfaction.
- Coordinate with operations, transport teams, and drivers for issue resolution.
- Maintain accurate records of customer interactions, feedback, and complaints in the system.
- Provide real-time support during emergencies or service disruptions.
- Escalate critical or unresolved issues to the concerned department in a timely manner.
- Ensure adherence to company policies, service standards, and turnaround times.
- Support retention by delivering a positive and reassuring customer experience.
- Bachelor's degree or equivalent qualification preferred.
- Prior experience in customer support, customer service, BPO, or a similar role is preferred.
- Strong verbal and written communication skills. Ability to manage both voice and non-voice processes effectively.
- Good problem-solving and conflict-resolution skills.
- Basic computer knowledge and familiarity with CRM/support tools.
- Ability to work in a fast-paced environment and handle pressure situations calmly.
- Empathetic, patient, and customer-centric approach.
- Flexibility to work in shifts if required.
- Experience in transportation, logistics, school transport, or service-based industries will be an added advantage.
- Ability to multitask and coordinate with multiple stakeholders.
- Strong listening skills and attention to detail.
- A proactive attitude with a sense of ownership and responsibility.
- Opportunity to work with a growing and purpose-driven organization.
- Be part of a service that directly impacts child safety and parent trust.
- Collaborative and supportive work environment.
- Career growth and learning opportunities