Customer Support II 6 days working II 24*7

Job description

- 6 days work from office

- Rotational Shifts

- No Cab

- No Relocation

About Green SM India

Green SM India is committed to providing safe, reliable, and sustainable electric mobility solutions. We are looking for customer-focused professionals who are passionate about delivering exceptional customer experiences and resolving customer concerns efficiently.

Key Responsibilities

• Handle inbound and outbound calls from customers and driver partners.
• Respond to customer queries through voice, email, chat, and social media channels.
• Assist customers with ride bookings, cancellations, fare-related queries, refunds, app-related issues, and service information.
• Support driver partners with onboarding, account-related concerns, trip issues, incentives, and operational queries.
• Investigate customer complaints and coordinate with internal teams for timely resolution.
• Escalate complex or critical cases to the relevant departments while ensuring timely follow-up.
• Accurately document customer interactions and case updates in CRM/Helpdesk systems (Freshdesk or similar).
• Adhere to defined SLA, quality standards, and productivity targets.
• Deliver excellent customer service while maintaining professionalism and empathy.
• Stay updated on company policies, products, and process changes.

Requirements

• Graduate in any discipline.
• 2 to 5 years of experience in Customer Support, BPO, Call Center, Helpdesk, or Customer Service.
• Excellent verbal and written communication skills in English and Hindi (additional regional language is an advantage).
• Experience in Voice, Email, Chat, or Social Media Support is preferred.
• Basic knowledge of CRM/Helpdesk tools (Freshdesk, Zendesk, Salesforce, etc.) and MS Office.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Willingness to work in rotational shifts, weekends.