The Role
Handle omnichannel customer inquiries via phone, email, and live chat; resolve issues, process returns and complaints, document interactions in CRM, escalate complex cases, follow up on unresolved cases, and share user feedback with internal teams.
Summary Generated by Built In
We are seeking a Customer Support Specialist to handle omnichannel inquiries (phone, email, and chat).
In this role, you will quickly resolve customer issues, process returns and complaints, and accurately document every interaction within our CRM system. You will act as a vital bridge for user feedback, forwarding insights to relevant departments while keeping customers informed about their inquiry status.
In this role, you will quickly resolve customer issues, process returns and complaints, and accurately document every interaction within our CRM system. You will act as a vital bridge for user feedback, forwarding insights to relevant departments while keeping customers informed about their inquiry status.
Key Responsibilities
- Handle multiple live chat conversations simultaneously with customers.
- Respond to customer inquiries in a timely, accurate, and professional manner.
- Maintain a professional and courteous demeanor during all customer interactions to ensure high-quality service and customer satisfaction.
- Resolve customer issues effectively and escalate complex cases to higher-level support when required.
Accurately document customer interactions and update customer records in the CRM system. - Follow up on unresolved cases to ensure satisfactory resolution.
- Collaborate with team members and other departments to deliver consistent and high-quality customer support.
Exceed customer expectations by providing accurate information and an exceptional service experience.
Skills, Knowledge and Expertise
- 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.
- Fluency in Nepali and English (both spoken and written).
- Fast and accurate typing skills (minimum 100 words per minute).
- Experience with Customer Support CRM tools 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 through fair choices. 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 400M 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. We are committed to having a positive impact on people’s lives both through our core business, which supports local communities via a fair pricing model; and through the work of our impact programs. Ready to ignite your inner drive?
Skills Required
- Fluency in Nepali and English (spoken and written)
- Fast and accurate typing skills (minimum 100 words per minute)
- Experience with Customer Support CRM tools such as Salesforce, Zendesk, or Zoho
- Strong digital literacy
- Excellent data entry and writing skills
- Good knowledge of Google products (Google Sheets, Google Docs)
- Strong verbal and written communication skills
- Product knowledge or willingness to learn e-hailing services, 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.
