Walk-In Drive II Customer Service Specialist II 27th Sept.

Green Sm; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Career growth

Inclusive environment

Recognition programs

Job summary

Green SM India is hiring a customer support professional to handle inbound/outbound calls, emails, chats and social inquiries for riders and driver partners in Gurugram. You will resolve queries, guide bookings, and coordinate with internal teams to ensure timely resolutions.

The role requires 1–5 years in customer service, fluency in English and Hindi, and experience with CRM/Helpdesk tools. The position offers training, career development, and a collaborative, fast-paced environment in India's

Qualifications

• 1–5 years of experience in Customer Support, BPO, Call Center, Helpdesk, or Customer Service.
• Excellent verbal and written communication in English and Hindi.
• Experience with voice, email, chat, or social media support.
• Basic knowledge of CRM/Helpdesk tools and MS Office.

Responsibilities

• Handle inbound and outbound calls from customers and driver partners.
• Respond to customer queries through voice, email, chat, and social channels.
• Assist customers with ride bookings, cancellations, refunds, and app issues.
• Support driver onboarding, accounts, trips, incentives, and queries.
• Investigate complaints and coordinate with internal teams for resolution.
• Escalate complex cases and ensure timely follow-up.
• Document interactions in CRM/Helpdesk systems and maintain SLA adherence.
• Deliver excellent customer service with professionalism and empathy.
• Stay updated on company policies, products, and processes.

Skills

English

Hindi

Communication

Multitasking

Education

Graduate degree

Tools

Freshdesk

Zendesk

Salesforce

MS Office

Job description

Shortlisted Candidates will receive a separate invite on email with Venue Details and Timings.

Interview Location: Gurugram

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.
• 1 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, and public holidays.

Preferred Skills

• Strong customer handling and communication skills.
• Ability to remain calm and professional while handling escalations.
• Good typing speed and computer proficiency.
• Team player with a positive attitude and willingness to learn.
• Ability to meet productivity, quality, and customer satisfaction targets.

What We Offer

• Competitive salary and performance incentives.
• Comprehensive training and career development opportunities.
• Opportunity to work with India's growing electric mobility company.
• Collaborative and inclusive work environment.
• Employee engagement and recognition programs.