Customer Support Executive / Senior Customer Support Executive

Job Description: As a Customer Support Executive/Senior Customer Support Executive, you will be the primary point of contact for users of GCab services. You will be responsible for resolving a wide range of inquiries and issues, ensuring a seamless and positive customer experience. Key Responsibilities: Handle Customer Inquiries: Respond to customer queries and concerns via ticketing system, inbound calls, emails, and chat in a timely and professional manner. Problem Resolution: Identify, troubleshoot, and resolve customer issues effectively and efficiently. This includes, but is not limited to, booking-related queries, routing and feedback issues, and technical support. Process Adherence: Follow established standard operating procedures (SOPs) for all customer interactions and issue resolution. Documentation: Accurately document all customer interactions and transactions in the designated system. Customer Satisfaction: Strive to achieve and exceed customer satisfaction goals and key performance indicators (KPIs). Feedback Collection: Gather customer feedback and share it with the relevant teams to help improve processes and services. For Senior Executives: Mentor and support junior team members, handle escalated customer issues, and contribute to process improvement initiatives. Desired Candidate Profile: Experience: Executive: 1 - 3 years of experience in a customer support role, preferably in a BPO or KPO environment. Senior Executive: 3 - 5 years of experience in customer support, with a proven track record of handling complex issues and escalations. Excellent Communication Skills: Exceptional verbal and written communication skills in English are a must. Customer-Centric Mindset: A genuine passion for helping customers and providing an outstanding service experience. Problem-Solving Skills: Strong analytical and problem-solving abilities. Tech-Savvy: Comfortable using computers and navigating various software applications. Adaptability: Ability to work in a fast-paced and dynamic environment. Team Player: A collaborative spirit and the ability to work effectively within a team. Flexibility: Willingness to work in rotational shifts. Perks and Benefits: Competitive salary package. Opportunity to work with a leading global technology company. State-of-the-art work environment at a prime location. Excellent growth and learning opportunities.