Customer Service & Escalations Executive - Bangalore (Contractual)

Flixbus; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

Flix in Bengaluru is seeking a proactive Traffic Control Executive to oversee live bus operations, coordinate drivers, hosts and internal teams, and resolve crises in real-time to keep services running smoothly.

The role requires 3+ years in customer service or travel operations, ability to multitask under pressure, and flexibility for 24/7 rotational shifts. Proficiency in Excel and Salesforce is a plus; Telugu and English fluency is expected.

Qualifications

• 3+ years hands-on experience in customer service, intercity travel operations, or a related field.
• Ability to multitask and stay composed under pressure in a fast-paced environment.
• Flexible to work 24/7 rotational shifts, including weekends; personal needs considered when schedules are made.

Responsibilities

• 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 escalation deviations or incidents to the relevant stakeholders.
• Maintain discipline, flexibility, and teamwork while managing multiple priorities simultaneously.

Skills

Customer service

Intercity travel operations

Multitasking

Problem solving

Excel

Salesforce

Education

Bachelor's degree

Tools

Salesforce

Excel

Job description

Job Summary

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 Flixs services, including real-time monitoring, issue resolution, and cross-team coordination!

Responsibilities

• 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 escalation deviations or incidents to the relevant stakeholders.
• Maintain discipline, flexibility, and teamwork while managing multiple priorities simultaneously.

Requirements

• Bachelor's degree holder, preferably with 3+ years hands-on experience in customer service, intercity travel operations, or a related field.
• 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.