Customer Service & Escalations Executive - Bangalore (Contractual)

Félix; Bengaluru; On-site; INR 420,000 - 720,000; Full time

Job summary

Flix in Bengaluru is seeking a Traffic Control Executive to oversee live bus operations, coordinating drivers, hosts, and internal teams to ensure smooth, on-time performance. You will drive issue resolution in real-time and manage crises with calm under pressure.

The role requires a Bachelor’s degree and 3+ years in customer service or travel operations, strong communication skills, and proficiency with Salesforce and Excel. Shift rotations can include weekends.

Qualifications

• Bachelor's degree and 3+ years in customer service or travel operations.
• Proven ability to multitask and stay composed in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Flexibility to work 24/7 rotational shifts, weekends included.
• Experience with Salesforce and Excel is a strong plus.

Responsibilities

• Communicate with drivers and hosts to ensure on-time operations.
• Track and manage issues via Salesforce tickets for timely resolution.
• Handle crises swiftly to minimize passenger disruption.
• Coordinate with Operations, Customer Support, and Global teams for end-to-end resolution.
• Use MS Teams and chat for real-time cross-team communication.
• Monitor live operations and escalate deviations to stakeholders.
• Maintain discipline and teamwork while managing multiple priorities.

Skills

Customer service

Teamwork

Multitasking

English

Telugu

Communication

Problem solving

Calm under pressure

Education

Bachelor's degree

Tools

Salesforce

Excel

Job description

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.

As we continue to expand our operations across India, one of the fastest-growing bus markets in the world, we are looking for a proactive & detail-oriented Traffic Control Executive for our Bangalore location who will help us keep our services running smoothly, drive the company to the next level, and have the most direct influence on our success.

This is a real-time operations role, where you will be responsible for overseeing live bus operations, ensuring seamless coordination between drivers, hosts, and internal teams, and managing crisis situations calmly in a fast-paced environment.This is an exciting opportunity to play a pivotal role in ensuring the seamless operation of Flix's services, including real-time monitoring, issue resolution, and cross-team coordination!

About The Role

• Communicate with drivers and hosts via calls and messages to ensure smooth, on-time operations.
• Track and manage operational issues through Salesforce tickets, ensuring timely resolution.
• Handle crisis situations swiftly and decisively to minimize disruption to passengers and partners.
• Coordinate with Operations, Customer Support, and Global teams for end-to-end issue resolution.
• Collaborate via MS Teams and chat to enable seamless, real-time communication across teams.
• Monitor live operations and elevate deviations or incidents to the relevant stakeholders.
• Maintain discipline, flexibility, and teamwork while managing multiple priorities simultaneously.

About You

• Bachelor's degree holder, preferably with 3+ years' hands-on experience in customer service, intercity travel operations, or a related field.
• Team player with strong interpersonal skills and effective communication skills.
• Ability to multitask, problem-solve, and stay composed under pressure in a fast-paced environment.
• Ability to thrive in a dynamic environment; flexible to work 24/7 rotational shifts, including weekends. However, when schedules are made your personal needs are taken into consideration.
• Basic Excel proficiency; experience with Salesforce is a strong plus.
• You are fluent in Telugu and English. Additional South Indian languages and Hindi are a plus.
• You are communicative, proactive, detail-oriented, and a dependable team player.

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!

What We Offer

Opportunity to work in a rapidly scaling start-up.

Play a pivotal role in ensuring the seamless execution of our intercity travel operations, real-time issue resolution, and cross-functional coordination.

Why Join Flix

At Flix, we empower our teams to push boundaries and shape the future of mobility. As we continue to scale globally, we harness cutting-edge technology to make mobility smarter, more sustainable, and more affordable. If you're looking for a place where you can drive change and redefine how millions of people travel, Flix is the place where you can lead your journey!