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