International Blended Process (Hyderabad)

Shell Infotech

Hyderabad

On-site

INR 320,000 - 400,000

Full time

6 days ago

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Benefits offered by this job

One-Side Cab

Job summary

Shell Infotech is seeking a blended voice-and-chat customer support specialist at our client location in India. You will assist international customers with transportation/trip services, account access, and payment-related queries, handling both chat and voice channels to resolve issues.

Ideal candidates have excellent English, strong typing, and good problem-solving skills. The role requires the ability to work in a target-driven environment with 24/7 rotational shifts where applicable and a

Qualifications

Graduate education required.
Experience and freshers considered.
CTC up to 3.2–4 LPA disclosed in the job posting.

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 per process requirements.
Escalate unresolved or complex issues to the appropriate support team.

Skills

Excellent English communication

Voice + Chat handling

Customer service

Problem solving

Typing skills

Basic computer knowledge

Education

Graduate

Tools

CRM experience

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