Call Center Executive

Role Overview: As a Call Center Executive at TEZ, your main role will involve being the initial point of contact for both customers and drivers. You will handle inbound and outbound calls, assist with ride bookings, resolve customer queries, and ensure a seamless experience for passengers and drivers. Effective communication skills, problem-solving abilities, and a customer-centric approach are essential for this position. Key Responsibilities: - Customer Support: - Manage inbound calls for ride bookings, cancellations, and fare inquiries. - Assist customers with app-related issues and troubleshooting. - Address complaints and escalate unresolved issues when necessary. - Driver Support: - Resolve driver queries related to onboarding, earnings, and technical assistance. - Ride Coordination: - Facilitate smooth communication between riders and drivers. - Allocate rides efficiently and provide emergency support when required. - Complaint Resolution & Feedback: - Systematically log customer feedback and complaints. - Follow up on unresolved issues to ensure customer satisfaction. - Sales & Promotions: - Inform customers about ongoing offers, discounts, and loyalty programs. - Identify opportunities to upsell additional services. - Data Management & Reporting: - Maintain accurate call records and update customer/driver details in the system. - Generate periodic reports on call trends and customer concerns. Qualification Required: - Education: Minimum 12th pass or Bachelor's degree preferred. - Experience: Prior experience in a call center or customer support role is advantageous. - Communication: Fluency in Gujarati, Hindi, and English is essential. - Tech-Savvy: Basic knowledge of smartphones, apps, and CRM software. - Problem-Solving: Ability to efficiently handle customer grievances. - Flexibility: Willingness to work in shifts, including weekends and holidays.,