Associate - Customer Delight

Keka Technologies Private Limited; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Bolt.Earth in Bengaluru is seeking an Associate – Customer Delight to deliver a seamless experience across calls, emails, and chat. You will understand customer concerns, provide timely resolutions, and coordinate with internal teams when required.

The role requires strong communication, a customer-first mindset, empathy, and the ability to manage multiple queries in a fast-paced environment while maintaining high standards of service.

Qualifications

• 1–3 years in customer support or similar role.
• Strong verbal and written communication skills.
• Experience with voice, email, and chat support.
• Familiarity with CRM or ticketing tools.

Responsibilities

• Handle queries via calls, email, and chat.
• Resolve issues promptly and coordinate with internal teams.
• Maintain accurate records in CRM/ticketing system.
• Meet SLA, response, and CSAT targets.
• Update FAQs and support docs.

Skills

Strong communication

Voice support

Email support

Chat support

CRM tools

Ticketing systems

Multitasking

Attention to detail

Empathy

Tools

CRM software

Ticketing software

Job description

About Bolt.Earth

Bolt.Earth is India's largest vertically integrated P2P EV charging network, with more than 100,000 chargers deployed across 1,900+ cities, serving a wide base of EV users. Founded in 2017, Bolt.Earth has evolved from building connected IoT solutions to creating a vertically integrated EV ecosystem that brings together hardware, software, manufacturing, deployment, and services. Our open charging network supports 2-, 3-, and 4-wheelers with standard and fast-charging options. Through the Bolt. Earth app, users can seamlessly scan, pay, and charge, while charger owners can generate passive income. With our proprietary Charger Management System (CMS) and collaborations with leading OEMs and ecosystem partners, we are building smarter, more accessible, and connected mobility solutions.

About the Role

We are looking for an Associate – Customer Delight who will be responsible for delivering a seamless customer experience across calls, emails, and chat.

The role involves understanding customer concerns, providing timely resolutions, coordinating with internal teams when required, and ensuring every customer interaction reflects a high standard of service. The ideal candidate should have strong communication skills, a customer-first mindset, and the ability to handle multiple queries in a fast-paced environment.

Key Responsibilities

• 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.

What We’re Looking For

• 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.

Preferred Skills

• 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.

Why Join Bolt.Earth?

• 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.