Inter IIT Cultural Meet
Website:
netlify.app
Job details:
📋 JOB DESCRIPTION – CUSTOMER SERVICE EXECUTIVE (DUAL SUPPORT: DRIVERS & CUSTOMERS)
Location: (Patna / Hub-based)
Department: Operations / Customer Experience
Reporting To: Customer Experience Manager
Working Hours: 6 days, rotational shifts (Day/Night)
CTC -250000 annually
🎯 ROLE OBJECTIVE
To ensure seamless communication and issue resolution for both:
- 🚗 Drivers (supply side)
- 👤 Customers (demand side)
While maintaining service quality, empathy, and operational efficiency across all touchpoints.
👥 1. DRIVER SUPPORT RESPONSIBILITIES
📞 Verbal Communication (Calls)
- Assist drivers with:
- Trip issues (cancellations, no-shows)
- Navigation challenges
- App-related problems
- Handle escalations calmly and professionally
- Guide drivers on:
- Customer handling
- Safety protocols
- Ride etiquette
💬 Non-Verbal Communication (Chat / App / WhatsApp)
- Respond to driver queries via chat tools
- Share:
- Trip updates
- Route corrections
- Policy reminders
- Use clear, concise, instruction-based messaging
⚙️ Operational Support
- Monitor driver availability and attendance
- Coordinate with fleet team for:
- Breakdowns
- Charging issues (EV-specific)
- Ensure drivers meet daily ride targets
👤 2. CUSTOMER SUPPORT RESPONSIBILITIES
📞 Verbal Communication (Calls)
- Handle inbound/outbound calls for:
- Booking issues
- Delays / cancellations
- Complaints
- Maintain:
- Polite tone
- Active listening
- Quick resolution approach
💬 Non-Verbal Communication (Chat / Email / App)
- Respond to customer queries in real time
- Handle complaints via:
- Chat
- Email
- Ensure:
- Proper grammar
- Brand tone consistency
- Fast turnaround time
⭐ Customer Experience Management
- Resolve complaints within TAT
- De-escalate difficult situations
- Ensure high CSAT (Customer Satisfaction Score)
🧠 3. KEY SKILLS REQUIRED
Communication Skills
- Strong verbal communication (Hindi + English mandatory)
- Clear written communication (chat/email)
Behavioral Skills
- Empathy (drivers + customers both)
- Patience under pressure
- Conflict resolution
Operational Skills
- Basic Excel / CRM tools
- Understanding of ride-hailing operations
- Ability to multitask
📊 4. KPIs / PERFORMANCE METRICS
- First Response Time (FRT)
- Resolution Time (TAT)
- Customer Satisfaction (CSAT)
- Driver Satisfaction Score
- Escalation Rate
- Ride completion impact
⚠️ 5. KEY CHALLENGES IN ROLE
- Handling angry drivers + customers simultaneously
- Managing peak-hour pressure
- Balancing business vs customer expectations
💰 COMPENSATION (SAMPLE STRUCTURE)
- Fixed Salary: ₹18,000+incentives
- Incentives:
- CSAT-based bonus
- Resolution efficiency bonus
🔥 WHAT MAKES A GREAT FIT (REALITY CHECK)
- Doesn’t panic under chaos
- Can handle back-to-back calls + chats
- Understands ground-level driver problems
- Can switch tone:
- Firm with drivers
- Polite with customers
Click on Apply to know more.