Customer Support Executive (Blended-Freshers)

Shell Infotech; Hyderabad; On-site; INR 320,000 - 400,000; Full time

Benefits offered by this job

One-Side Cab

Work From Office

Job summary

Shell Infotech in Hyderabad is seeking customer-focused candidates for a Blended Process role at our client location. You will assist international customers via voice and chat, resolving queries about transportation, rider/driver accounts, trips, payments, and account-related concerns.

Responsibilities include handling both voice and chat, documenting interactions in CRM, following escalation processes, and meeting CSAT, quality, and productivity targets.

Qualifications

• Education: Graduate
• Experience: Experience and Freshers
• CTC: Up to 3.2 to 4LPA (Max)

Responsibilities

• Handle customer interactions through voice calls and chat.
• Assist customers with queries related to transportation/trip services.
• Handle concerns related to rider and driver accounts.
• Provide support for account access and security-related concerns.
• Resolve customer issues related to trips, bookings and service requests.
• Investigate customer concerns and provide appropriate resolutions.
• Document customer interactions accurately in the CRM.
• Follow defined process guidelines and escalation procedures.
• Maintain required quality, productivity and customer satisfaction targets.
• Handle sensitive customer/account information in accordance with process requirements.
• Escalate unresolved or complex issues to the appropriate support team.

Skills

Excellent English communication

Voice handling

Chat handling

Customer service

Problem solving

Typing skills

Basic computer knowledge

Education

Graduate

Tools

CRM systems

Job description

We are looking for customer-focused candidates to join the Blended Process at our client location, The role involves assisting international customers through voice and chat channels and resolving queries related to transportation services, rider/driver accounts, trips, payments and account-related concerns, handling customer queries through chat/email as well as blended voice-and-chat support, while employee profiles describe support for US customers and rider/driver accounts.

Key Responsibilities

• Handle customer interactions through voice calls and chat.
• Assist customers with queries related to transportation/trip services.
• Handle concerns related to rider and driver accounts.
• Provide support for account access and security-related concerns.
• Resolve customer issues related to trips, bookings and service requests.
• Investigate customer concerns and provide appropriate resolutions.
• Document customer interactions accurately in the CRM.
• Follow defined process guidelines and escalation procedures.
• Maintain required quality, productivity and customer satisfaction targets.
• Handle sensitive customer/account information in accordance with process requirements.
• Escalate unresolved or complex issues to the appropriate support team.

Candidate Requirements

• Excellent spoken and written English communication.
• Good listening and comprehension skills.
• Strong typing and written communication skills.
• Good customer-handling and problem-solving abilities.
• Basic computer and internet knowledge.
• Comfortable handling both voice and non-voice interactions.
• Ability to work in a target-driven customer-service environment.
• Willingness to work in 247 rotational shifts, where applicable.

Skills Required

• Excellent English communication
• Voice + Chat handling
• Customer service
• Problem solving
• Typing skills
• Basic computer knowledge

Good to Have:

• International BPO experience
• US/Canada customer support experience
• Transportation/travel process experience
• Rider/driver support experience
• CRM experience

Key Performance Metrics

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Productivity
• Attendance & Schedule Adherence

Eligibility

Education: Graduate

Experience: Experience and Freshers

CTC: Up to 3.2 to 4LPA (Max)

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working
• Week Off: 2 Rotational Week Offs
• Cab Facility: One-Side Cab

Documents Required

Candidates should have the following documents available:

Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

1. HR Round

2. AMCAT

3. Versant

4. Operations Round

Contact person: HR Harini @ 8143570741