Customer Support ExecutivePosition: Customer Support Executive

Number of Openings: 2

Department: Customer Support / Customer Service

Employment Type: Full-time

Location: Gurugram, Sector 32

Experience: 0–3 years

About the Role

Role Description: The Customer Support Representative is a full-time, on-site role based in Gurugram. In this position, the representative will respond to rider and driver inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues. Day-to-day responsibilities include troubleshooting app and ride-related concerns, guiding users through policies and procedures, and escalating complex cases to the appropriate teams when needed.

The role involves monitoring customer feedback, documenting interactions, and contributing to improved support processes to enhance overall customer satisfaction. The representative will collaborate closely with operations and product teams to share insights that help improve service quality and user experience.

Key Responsibilities

- Handle customer queries and provide accurate and timely resolutions.
- Respond to customer inquiries through calls, emails, WhatsApp, chat, and other communication channels.
- Understand customer concerns and resolve issues efficiently.
- Follow up with customers to ensure their issues are completely resolved.
- Coordinate with internal teams such as Sales, Operations, Accounts, and Technical teams when required.
- Maintain proper records of customer interactions, complaints, and resolutions.
- Escalate complex or unresolved issues to the appropriate team or manager.
- Maintain a professional and positive attitude while dealing with customers.
- Meet defined customer service, response-time, and resolution targets.




- Collect customer feedback and share recurring issues or suggestions with the management.
- Ensure a high level of customer satisfaction and contribute to improving the overall customer experience.

Requirements
- Graduate in any discipline.
- 0–3 years of experience in customer support, customer service, telecalling, or a similar role.
- Freshers with good communication skills may also apply.
- Excellent verbal and written communication skills.
- Good command of English and Hindi; knowledge of [other language, if required] is an advantage.
- Basic computer skills and familiarity with MS Office/Google Workspace.
- Comfortable using WhatsApp, email, CRM, or customer-support software.
- Good listening and problem-solving skills.
- Ability to remain calm and qualified while handling difficult customers.
- Strong follow-up and organizational skills.
- Ability to work independently as well as part of a team.

Preferred Skills
- Customer-first attitude.
- Strong interpersonal and communication skills.
- Patience and empathy.
- Attention to detail.
- Ability to multitask and prioritize work.

Willingness to learn and adapt to current processes and tools. Company Description: Fery Rides is a mission-driven urban mobility company focused on creating safe, reliable, and eco-friendly transportation options for women in cities. The company operates an all-electric fleet of scooters, driven by trained riders, to deliver a zero-anxiety ride experience. With over 1,00,000 rides completed and a rapidly growing community of riders and drivers, Fery Rides is expanding to serve more cities.

The organization is committed to safety, sustainability, and empowerment, positioning itself as both a ride-sharing service and a movement. Team members join a purpose-led environment aimed at making urban mobility safer, cleaner, and more inclusive.

📌 Customer Support Representative (Gurugram)
🏢 Fery Rides
📍 Gurugram