The Role
Bilingual Hindi-English Customer Support Specialist handling omni-channel interactions (calls, email, live chat), resolving inquiries, processing returns, updating CRM records, escalating complex issues, following up on unresolved cases, and collaborating cross-functionally to deliver accurate, timely, and professional customer service.
Summary Generated by Built In
We are seeking a dedicated and bilingual Customer Support Specialist fluent in both Hindi and English to join our dynamic team. In this role, you will manage omni-channel customer interactions including calls, emails, and chats to resolve inquiries, process returns, and accurately maintain customer records within our CRM system.
The ideal candidate possesses exceptional communication skills, a professional demeanor, and a sharp attention to detail when handling large volumes of information.
Join us to be the voice of our brand and help continuously elevate our customer experience!
The ideal candidate possesses exceptional communication skills, a professional demeanor, and a sharp attention to detail when handling large volumes of information.
Join us to be the voice of our brand and help continuously elevate our customer experience!
Key Responsibilities
• Handle multiple live chat conversations simultaneously with customers.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Maintain a courteous and professional tone during all customer interactions to ensure high-quality service and customer satisfaction.
• Resolve customer issues efficiently and escalate complex cases to higher-level support when required.
• Document customer interactions and update customer records accurately in the CRM.
• Follow up on unresolved cases to ensure proper and satisfactory resolution.
• Collaborate with team members and cross-functional departments to deliver consistent and high-quality customer support.
• Exceed customer expectations by providing accurate information and an excellent service experience.
• Maintain a courteous and professional tone during all customer interactions to ensure high-quality service and customer satisfaction.
• Resolve customer issues efficiently and escalate complex cases to higher-level support when required.
• Document customer interactions and update customer records accurately in the CRM.
• Follow up on unresolved cases to ensure proper and satisfactory resolution.
• Collaborate with team members and cross-functional departments to deliver consistent and high-quality customer support.
• Exceed customer expectations by providing accurate information and an excellent service experience.
Skills, Knowledge and Expertise
- Fluency in Hindi and English (both spoken and written).
- Strong digital literacy.
- Excellent data entry and writing skills.
- Good knowledge of Google products (Google Sheets, Google Docs).
- Product knowledge or willingness to learn E-hailing services, products & services, travel, and courier solutions.
- Strong verbal and written communication skills.
- Fast and accurate typing skills
- Experience using Customer Support CRMs such as Salesforce, Zendesk, or Zoho.
Job Benefits
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
- Final benefits may vary depending on the location
About
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.Ready to ignite your inner drive?
Skills Required
- Fluency in Hindi and English (both spoken and written)
- Experience using Customer Support CRMs such as Salesforce, Zendesk, or Zoho
- Strong digital literacy
- Excellent data entry and writing skills
- Good knowledge of Google products (Google Sheets, Google Docs)
- Ability to handle multiple live chat conversations simultaneously
- Fast and accurate typing skills
- Strong verbal and written communication skills
- Product knowledge or willingness to learn e-hailing, travel, and courier solutions
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
