zoomcar
Website:
zoomcar.com
Job details:
About the Role
We're looking for a customer-obsessed Customer Support Executive to join our growing operations team. You'll be the voice of our brand — handling calls, emails, and chats with empathy and precision, resolving issues end-to-end, and consistently delivering experiences that keep customers coming back. This role operates on a rotational shift schedule, including day, evening, and weekend shifts.
Key Responsibilities
Customer Interaction
- Handle inbound and/or outbound calls, emails, and chat in a professional and courteous manner
- Respond to customer inquiries, complaints, and service requests with speed and accuracy
- Provide correct, up-to-date information about products, services, and company policies
Issue Resolution
- Diagnose customer needs and deliver appropriate, lasting solutions
- Drive first-contact resolution (FCR) wherever possible
- Escalate complex or sensitive cases to the Team Leader or relevant department when required
Performance & Quality
- Meet and exceed daily, weekly, and monthly KPIs — AHT, FCR, CSAT, and Quality Score
- Maintain call and email quality standards aligned with company guidelines
- Adhere to shift schedules and productivity benchmarks consistently
Documentation & CRM
- Accurately log all customer interactions in the CRM or ticketing system
- Update customer records and follow up diligently on pending cases
- Maintain data confidentiality and comply with company policies at all times
Team & Process Adherence
- Follow SOPs and scripts where required; flag process gaps proactively
- Participate actively in training sessions and team meetings
- Contribute ideas for process and customer experience improvements
Required Skills & Competencies
- Strong verbal and written communication skills in English
- Excellent listening, questioning, and problem-solving abilities
- Customer-first mindset with patience and empathy
- Comfortable working with CRM tools and MS Office
- Ability to stay calm and effective under high call/email volumes
- Willingness and ability to work rotational shifts - including mornings, evenings, nights, and weekends as per business requirements
Preferred Experience
- Prior experience in a domestic or international BPO / voice process
- Exposure to multi-channel support: voice, email, and live chat
- Demonstrated ability to handle high-volume queues while maintaining quality
- Familiarity with CRM platforms such as Freshdesk, Tata Smarflo
- Prior experience working in rotational or 24/7 shift environments is a plus
Click on Apply to know more.