Customer Support Representative

Customer Support Associate - Job Description

Role Description:

Royal Brothers is seeking a dedicated and empathetic Customer Support Associate to join our customer Experience department. The Customer Support Associate will be responsible for handling customer queries, processing service requests, and resolving complaints to ensure exceptional customer satisfaction. This role is crucial in maintaining Royal Brothers' reputation for outstanding customer service in the bike rental industry.

Key Responsibilities:

Customer Query Management:

• Handle customer queries through voice, email, chat, and other communication channels
• Provide accurate information about services, pricing, policies, and procedures
• Guide customers through booking processes, modifications, and cancellations
• Resolve customer doubts and concerns with patience and professionalism
• Conduct follow-ups through ticketing platform until customer queries are completely resolved
• Always maintain best quality on while interacting to the customers with professional tone, clear communication, and adherence to company standards
• Process customer service requests including booking modifications, extensions, and other requirements
• Coordinate with other departments for vehicle availability, delivery, and pickup requests
• Handle documentation requirements and assist customers with getting the documents approved in the Platform
• Facilitate smooth service delivery by ensuring all customer requirements are clearly communicated to relevant teams
• Meet and exceed monthly and quarterly customer satisfaction targets consistently
• Handle customer complaints with empathy and professionalism
• Investigate complaint details thoroughly and identify root causes
• Work with relevant departments (Operations, Finance, Technical) to resolve issues promptly
• Provide timely updates to customers on complaint status and resolution progress
• Ensure complaint closure with customer satisfaction and prevent recurrence
• Escalate complex complaints to Customer Support Team Leader when required
• Maintain accurate and up-to-date customer interaction records in CRM system
• Collect and document accurate customer details based on every conversation, ensuring data integrity
• Track and monitor personal performance metrics including response time, resolution time, and customer satisfaction scores

Requirements:

• Bachelor's degree in any discipline
• Excellent verbal and written communication skills in English and local languages
• Strong listening skills with ability to understand and empathize with customer concerns
• Problem-solving skills with customer-centric approach
• Patience and ability to handle difficult customers professionally
• Basic computer proficiency (MS Office, CRM software, ticketing systems)
• 1-3 years of experience in customer service, customer support, or call center operations
• Willingness to work in rotational shifts as per business requirements

Job Type: Full-time

Pay: ₹280,000.00 - ₹320,000.00 per year

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person