Customer Service Representative

SimplyTrip - Mumbai, Maharashtra
Job details
Salary
₹17,000 - ₹26,000 a month
Job Type
Full-time
Qualifications
Higher Secondary(12th Pass) (Preferred)

total work: 1 year (Preferred)

Customer service: 1 year (Preferred)

English (Preferred)

Hindi (Preferred)

Full Job Description
Company Summary:

SimplyTrip is a Premium Bus & Luxury Car Rental Company currently serving in Mumbai, Navi Mumbai & Thane. We’re currently working on revolutionizing the age-old industry with the use of technology, continuous core product improvements, and a culture of complete customer satisfaction.

This has helped us become the number 1 highest-rated Bus Rental Company in Mumbai with over 5100+ reviews on Google.

Role overview:
We’re seeking to onboard an enthusiastic & dedicated Customer Service Executive to help manage the operations (and hence, customer experience) aspect of our service.

The Customer Service Executive should have an understanding of what it takes to keep a customer happy, pacify unhappy customers & resolving issues promptly. The ideal candidate will be a quick learner with very strong communication skills, who takes complete ownership & has the ability to solve disputes and answer queries.

We’re looking for a young customer experience enthusiast to join our team and help us provide to our customers, industry-leading service levels & keep every one of our customers fully satisfied.

Performance Objectives:

Key objectives of the role:

1) Understand the fundamentals of the business & learn existing operational/customer service processes within the first 20 days.
Key Actions:
i) Learn the basics of all verticals like supply, operations, pricing, strategy, etc.
ii) Complete the training program & be mentored by an experienced entrepreneur with significant experience in the consumer services business.

2) Handle customers’ post-booking experience & work towards a zero-issue ops process.
Key Actions:
i) Interact with customers to share details, address queries, issues & requests
ii) Act on customer feedback & work with suppliers to implement improvements
iii) Act to pacify & take prompt corrective action based on the feedback from distressed happy/unhappy customers.

3) Coordinate with Supply partners to ensure operational smoothness & key operational metrics are being met
Key Actions:
i) Build & maintain strong relationships with suppliers
ii) Monitor operational metrics & work with our supply partners to constantly keep improving them.

4) Work continuously on improving existing ops processes, improving efficiency & customer delight
Key Actions:
i) Brainstorm ways to improve existing processes to be more efficient.
i) Innovate on ways to maximize customer delight & brand recall.

Requirements:

12th pass or equivalent - English medium
2-3 years face to face/telephone customer service experience
Early morning & late evening shift - BPO/Customer support experience
Excellent verbal & written communication skills
Very well versed with English & Hindi.
Good interpersonal skills to build strong relationships.
Highly self-motivated with a strong work ethic.
Benefits:

Opportunity to grow based on skill & effort
Fast-paced - high growth work environment
100% Performance linked growth in titles & responsibilities.
Training opportunities in Customer Experience, Process Management & Leadership.
High-Quality Workspace
Working hours:

Shift 1 - 5 am to 2 pm

Shift 2 - 11 am to 8 pm

Shift 3 - 4 pm to 1 am

Working days: 6 days working, Tuesday/Wednesday are off.

Base Salary - Rs 17,000 - 26,000 per month

Job Type: Full-time

Salary: ₹17,000.00 - ₹26,000.00 per month

Schedule:

Day shift
Evening shift
Morning shift
Weekend availability
Application Question(s):

Which shift(s) are you available to work from below option?
Shift 1 - 5 am to 2 pm
Shift 2 - 11 am to 8 pm
Shift 3 - 4 pm to 1 am

Where do you stay in Mumbai?
Education:

Higher Secondary(12th Pass) (Preferred)
Experience:

total work: 1 year (Preferred)
Customer service: 1 year (Preferred)
Language:

English (Preferred)
Hindi (Preferred)
Expected Start Date: 22/11/2024