Customer Service Executive at Bridge Talent Management

Key Responsibilities

• Provide timely and effective customer support via chat, phone, and other communication channels, ensuring a high standard of service.
• Address and resolve customer complaints, concerns, and inquiries related to rides, payment issues, driver performance, app functionality, and other service-related topics.
• Guide customers through troubleshooting steps for app-related problems, ensuring they can use the service with minimal disruption.
• Take ownership of customer issues, ensuring timely follow-up and resolution, escalating when necessary to senior support, operational, or technical teams.
• Act as a liaison between customers and various internal teams (e.g., driver support, technical support) to address complex concerns.
• Maintain a professional, calm, and empathetic demeanor in all customer interactions, ensuring a positive experience even in challenging situations.
• Handle multiple customer inquiries simultaneously while maintaining a high level of attention to detail and accuracy.
• Record and document customer interactions in the CRM system, tracking complaints, resolutions, and feedback.
• Provide feedback to the product and operations teams to improve the overall customer experience and address recurring issues.
• Ensure adherence to company policies, legal requirements, and privacy standards in all customer interactions.
• Monitor customer satisfaction through surveys and follow-ups, aiming to improve service quality continuously.
• Perform any other tasks assigned by the company as needed.

Requirements

Skills & Qualifications

• Proven experience in customer service, particularly in handling complaints and resolving issues via chat and phone.
• Excellent communication skills, both verbal and written, with the ability to articulate solutions clearly and empathically.
• Strong problem-solving abilities and the capability to remain calm under pressure.
• Ability to handle challenging and irate customers with professionalism and patience.
• Familiarity with customer service software, CRM systems, or ticketing platforms is a plus.
• Knowledge of the ride-hailing industry and its common challenges is advantageous.
• Strong multitasking skills, with the ability to manage multiple customer queries simultaneously.
• Team-oriented and capable of working in a fast-paced, dynamic environment.