International Blended Process (Hyderabad)

About this job

We are looking for customer-focused candidates to join the Blended Process at our client location, The role involves assisting international customers through voice and chat channels and resolving queries related to transportation services, rider/driver accounts, trips, payments and account-related concerns, handling customer queries through chat/email as well as blended voice-and-chat support, while employee profiles describe support for US customers and rider/driver accounts.

Key Responsibilities

• Handle customer interactions through voice calls and chat.
• Assist customers with queries related to transportation/trip services.
• Handle concerns related to rider and driver accounts.
• Provide support for account access and security-related concerns.
• Resolve customer issues related to trips, bookings and service requests.
• Investigate customer concerns and provide appropriate resolutions.
• Document customer interactions accurately in the CRM.
• Follow defined process guidelines and escalation procedures.
• Maintain required quality, productivity and customer satisfaction targets.
• Handle sensitive customer/account information in accordance with process requirements.
• Escalate unresolved or complex issues to the appropriate support team.

Candidate Requirements

• Excellent spoken and written English communication.
• Good listening and comprehension skills.
• Strong typing and written communication skills.
• Good customer-handling and problem-solving abilities.
• Basic computer and internet knowledge.
• Comfortable handling both voice and non-voice interactions.
• Ability to work in a target-driven customer-service environment.
• Willingness to work in 247 rotational shifts, where applicable.

Skills Required

• Excellent English communication
• Voice + Chat handling
• Customer service
• Problem solving
• Typing skills
• Basic computer knowledge

Good to Have

• International BPO experience
• US/Canada customer support experience
• Transportation/travel process experience
• Rider/driver support experience
• CRM experience

Key Performance Metrics

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Productivity
• Attendance & Schedule Adherence

Eligibility

• Education: Graduate
• Experience: Experience and Freshers
• CTC: Up to 3.2 to 4LPA (Max)

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working
• Week Off: 2 Rotational Week Offs
• Cab Facility: One-Side Cab

Documents Required

Candidates should have the following documents available:

Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

• HR Round
• AMCAT
• Versant
• Operations Round

Contact person: HR Harini @ 8143570741