Interview For Customer Care Executive || Higher Secondary - Freshers

Adept Scribes Private Limited

job description: bilingual customer support agent (english & hindi)

role overview

the bilingual customer support agent is responsible for handling inbound customer queries related to cab bookings, cancellations, fare inquiries, lost items, complaints, and other ride-related issues in both english and hindi. the agent ensures a seamless customer experience by providing accurate information, resolving issues efficiently, and maintaining high service standards.

key responsibilities

handle inbound calls & queries: assist customers with booking rides, cancellations, fare adjustments, ride history, and driver-related issues.

bilingual support: communicate fluently in english and hindi to cater to diverse customers.

resolve complaints & escalations: address customer concerns, complaints, and disputes professionally and escalate unresolved issues to the team leader or shift supervisor.

assist with lost & found cases: help customers retrieve lost items by coordinating with drivers and support teams.

follow standard call scripts & guidelines: maintain accuracy, compliance, and professionalism during calls.

maintain accurate records: update customer interactions, issue resolutions, and ride-related data in the crm system.

meet performance targets: achieve kpis such as first call resolution (fcr), average handling time (aht), and customer satisfaction (csat).

adhere to company policies & compliance: follow security, data privacy, and operational guidelines.

skills & qualifications

education: minimum 12th pass / graduate (preferred).

experience: 0-2 years in a customer service or call center role (experience in ride-hailing or transport services is a plus).

language proficiency: fluent in english & hindi (both verbal & written).

communication skills: strong verbal clarity, listening, and problem-solving abilities.

technical skills: familiarity with crm tools & call center software (., freshdesk, zendesk, five9).

basic

• Experience

  0 - 6 Years

• No. of Openings

  20

• Education

  Higher Secondary

• Role

  Customer Care Executive

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office