Customer Support II 6 days working II 24*7

Green SM; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Green SM India is seeking a customer support professional to join our on-site team in Gurugram. You will handle calls from customers and driver partners, respond via multiple channels, and help with bookings, refunds, and app issues.

The ideal candidate has 2–5 years in customer support, fluent English and Hindi, and comfort with CRM tools like Freshdesk, Zendesk, and Salesforce. This role requires rotational shifts and weekend work.

Qualifications

• Graduate in any discipline.
• 2–5 years in customer support.
• Fluent in English and Hindi.
• Experience with Voice, Email, Chat, or Social Media Support.
• Familiar with Freshdesk, Zendesk, Salesforce.
• Proficient with MS Office.
• Strong problem-solving and conflict-resolution skills.
• Able to multitask in a fast-paced environment.
• Willing to work in rotational shifts and weekends.

Responsibilities

• Handle inbound and outbound calls from customers and driver partners.
• Respond to customer queries through voice, email, chat, and social media channels.
• Assist customers with ride bookings, cancellations, fare-related queries, refunds, app-related issues, and service information.
• Support driver partners with onboarding, account-related concerns, trip issues, incentives, and operational queries.
• Investigate customer complaints and coordinate with internal teams for timely resolution.
• Escalate complex or critical cases to the relevant departments while ensuring timely follow-up.
• Accurately document customer interactions and case updates in CRM/Helpdesk systems (Freshdesk or similar).
• Adhere to defined SLA, quality standards, and productivity targets.
• Deliver excellent customer service while maintaining professionalism and empathy.
• Stay updated on company policies, products, and process changes.

Skills

English

Hindi

CRM tools

MS Office

Problem solving

Multitasking

Rotational shifts

Education

Graduate in any discipline

Tools

Freshdesk

Zendesk

Salesforce

Job description

Job description

• - 6 days work from office
• - Rotational Shifts
• - No Cab
• - No Relocation

About Green SM India

Green SM India is committed to providing safe, reliable, and sustainable electric mobility solutions. We are looking for customer-focused professionals who are passionate about delivering exceptional customer experiences and resolving customer concerns efficiently.

Key Responsibilities

• Handle inbound and outbound calls from customers and driver partners.
• Respond to customer queries through voice, email, chat, and social media channels.
• Assist customers with ride bookings, cancellations, fare-related queries, refunds, app-related issues, and service information.
• Support driver partners with onboarding, account-related concerns, trip issues, incentives, and operational queries.
• Investigate customer complaints and coordinate with internal teams for timely resolution.
• Escalate complex or critical cases to the relevant departments while ensuring timely follow-up.
• Accurately document customer interactions and case updates in CRM/Helpdesk systems (Freshdesk or similar).
• Adhere to defined SLA, quality standards, and productivity targets.
• Deliver excellent customer service while maintaining professionalism and empathy.
• Stay updated on company policies, products, and process changes.

Requirements

• Graduate in any discipline.
• 2 to 5 years of experience in Customer Support, BPO, Call Center, Helpdesk, or Customer Service.
• Excellent verbal and written communication skills in English and Hindi (additional regional language is an advantage).
• Experience in Voice, Email, Chat, or Social Media Support is preferred.
• Basic knowledge of CRM/Helpdesk tools (Freshdesk, Zendesk, Salesforce, etc.) and MS Office.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Willingness to work in rotational shifts, weekends.