Refined job description

ROLE
– Handle customer queries and concerns through inbound/outbound calls, email, and chat.
– Understand customer issues, troubleshoot them effectively, and provide appropriate resolutions.
– Ensure timely and accurate responses while maintaining a high level of customer satisfaction.
– Follow up on unresolved issues and coordinate with internal teams to ensure closure within defined timelines.
– Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups in the CRM/ticketing system.
– Identify recurring customer issues and highlight them to the relevant teams for process or product improvements.
– Handle customer escalations professionally and ensure a positive resolution experience.
– Assist in maintaining and updating FAQs, help guides, and customer support documentation.
– Capture customer feedback and share actionable insights with the relevant stakeholders.
– Proactively communicate with customers regarding ongoing issues, updates, or resolutions.
– Consistently meet defined SLA, response time, resolution time, CSAT, and productivity targets.
– Ensure all customer interactions are handled professionally and in line with company policies and communication standards.

REQUIREMENTS
– 1–3 years of experience in Customer Support, Customer Delight, Customer Service, Contact Centre, or a similar role.
– Strong verbal and written communication skills.
– Comfortable handling voice, email, and chat support.
– Strong listening, problem‑solving, and interpersonal skills.
– Ability to handle customer complaints and difficult conversations with patience and empathy.
– Comfortable working with CRM, ticketing, or customer support tools.
– Ability to multitask and manage multiple customer queries simultaneously.
– Good attention to detail and ability to maintain accurate records.
– Willingness to work in a 6‑day working environment and rotational shifts, if applicable.
– Experience in consumer‑facing / B2C customer support.
– Experience handling high‑volume customer interactions.
– Prior experience in SaaS, EV, mobility, e‑commerce, fintech, or technology‑driven businesses would be an advantage.
– Familiarity with customer support metrics such as CSAT, SLA, AHT, FRT, and FCR.

BENEFITS
– Be part of India’s rapidly growing EV and clean mobility ecosystem.
– Work in a fast‑paced, technology‑driven environment.
– Gain exposure to customers, operations, product, and cross‑functional teams.
– Opportunity to directly contribute to improving the customer experience at scale.