Customer Support Agent

Doordash; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

DoorDash in Hyderabad is seeking a Customer Support Agent to provide real-time phone support with empathy and accuracy, resolving issues efficiently while maintaining high-quality service. You will handle multiple conversations, de-escalate frustrated customers, communicate resolutions clearly, and continuously build product knowledge to improve support outcomes.

This role requires strong written communication, analytical thinking, and collaboration across teams to deliver a standout customer

Qualifications

• Experience in customer support over phone or live chat.
• Strong written communication skills and the ability to convey complex information clearly.
• Ability to manage multiple conversations in a fast-paced environment.
• Adept at de-escalating frustrated customers and resolving issues effectively.

Responsibilities

• Respond to consumer inquiries via phone with professionalism and care.
• Acknowledge concerns and de-escalate high-frustration situations.
• Clearly communicate resolutions, next steps, and expectations.
• Analyze cases to identify root issues and determine appropriate solutions.
• Utilize internal systems and policies to resolve issues.
• Ensure resolutions align with company guidelines and customer satisfaction.
• Collaborate across internal channels and escalate when needed.
• Continuously build product and process knowledge.
• Manage multiple concurrent phone cases without sacrificing quality.
• Maintain speed and accuracy in documentation.

Skills

Empathy in communication

Written communication

Analytical thinking

Multitasking

Job description

Job Summary

The customer Support Agent provides real-time phone support to customers, delivering empathetic, accurate, and efficient resolutions. This role requires strong written communication skills, critical thinking, and the ability to manage multiple conversations in a fast-paced environment while maintaining a high-quality customer experience.

Responsibilities

• Respond to consumer inquiries via phone with professionalism, clarity, and care.


• Acknowledge customer concerns, especially in high-frustration situations, and de-escalate effectively.


• Clearly communicate resolutions, next steps, and expectations.


• Analyze each case to identify the root issue.


• Utilize internal systems, tools, and policies to determine appropriate solutions.


• Ensure resolutions align with company guidelines while prioritizing customer satisfaction.


• Seek answers beyond the knowledge base when necessary.


• Collaborate through internal channels and elevate appropriately to resolve complex cases.


• Continuously build product and process knowledge.


• Manage multiple concurrent phone cases without compromising quality.


• Maintain speed and accuracy in typing and documentation.


• Use shortcuts and system tools effectively to improve workflow efficiency.

Core Competencies

• Strong written empathy and professional communication


• Analytical thinking and sound decision-making


• Proactive resourcefulness and collaboration


• Multitasking and time management in high-volume settings

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.