Role :- Customer Support Intern
Location :- Pune
Work Schedule: 6 Days a Week with Rotational Offs
Experience: Min 6 months
Domain: Customer Support
About the Role
We are looking for a customer-focused, empathetic, and detail-oriented Customer
Support Associate / Specialist to join our Customer Support Team.
The candidate will be the primary point of contact for customers, handling inbound and outbound calls, resolving queries, providing real-time assistance, and coordinating with internal teams to ensure timely resolution.
The role involves supporting customers across our EV charging and mobility ecosystem,
including charging stations, charging sessions, payments, and other operational queries.
Key Responsibilities
- Customer Interaction & Call Handling
- Handle inbound and outbound customer calls professionally and efficiently.
- Understand customer concerns through active listening and provide accurate resolutions.
- Maintain a calm, empathetic, and professional approach, especially during escalations.
- Ensure a positive customer experience across every interaction.
- EV / CST Domain Support
- Assist customers with EV charging stations, charging sessions, vehicle-related queries.
- Handle payment, wallet, refund, and transaction-related queries.
- Provide real-time troubleshooting and operational assistance during charging sessions.
- Guide customers through app features and charging processes.
- Issue Tracking & Escalation
- Log customer interactions, complaints, and issues accurately in the CRM/ticketing system.
- Identify issues that require technical, operations, or field-team intervention.
- Escalate cases to the appropriate teams with complete and accurate information.
- Follow up on escalated cases until closure wherever required.
- Process & Quality Compliance
- Follow defined SOPs, escalation matrices, and customer support processes.
- Maintain required AHT, SLA, CSAT, and FCR benchmarks.
- Ensure accurate documentation of customer interactions and resolutions.
- Maintain proper shift handovers to ensure continuity of operations.
- Shift Readiness
- Work effectively in a general shift environment, including weekends.
- Maintain punctuality, schedule adherence, and availability as per roster.
- Coordinate effectively with other shifts during handovers.
Candidate Requirements
- Excellent verbal and written communication skills in English.
- Fluency in regional languages is preferred.
- Strong active listening and problem-solving abilities.
- Comfortable handling customer escalations and urgent situations.
- Basic understanding of CRM/ticketing tools.
- Basic working knowledge of Google Workspace / MS Excel.
- Willingness to work 6-days a week.
Key Competencies
- Customer Centricity: Focus on delivering a positive customer experience.
- Problem Solving: Ability to understand issues quickly and identify the right resolution or escalation path.
- Communication: Clear, qualified, and effective communication.
- Empathy: Patient and composed approach while handling difficult or frustrated customers.
- Ownership: Takes responsibility for cases and follows through until resolution.
- Attention to Detail: Accurately captures customer information, issue details, and case updates.
- Reliability: Strong adherence to shifts, processes, and operational requirements.
- Learning Agility: Willingness to learn EV technology, products, processes, and support tools.
Key Performance Indicators
Performance will be evaluated based on:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Response & Resolution SLA
- Quality / Call Monitoring Scores
- Attendance & Schedule Adherence
- Ticket Accuracy and Closure
- Escalation Handling & Follow-up
Perks & Benefits
- Hands-on exposure to the rapidly growing Electric Vehicle (EV) industry
- Learning and development opportunities
- Career growth opportunities within Customer Operations, EV Support, and
- Technical Support
📌 Customer Support Intern (Pune)
🏢 Zoop
📍 Pune