We are looking for customer-focused candidates to join the Blended Process at our client location, The role involves assisting international customers through voice and chat channels and resolving queries related to transportation services, rider/driver accounts, trips, payments and account-related concerns, handling customer queries through chat/email as well as blended voice-and-chat support, while employee profiles describe support for US customers and rider/driver accounts.

Key Responsibilities

- Handle customer interactions through voice calls and chat.
- Assist customers with queries related to transportation/trip services.
- Handle concerns related to rider and driver accounts.
- Provide support for account access and security-related concerns.
- Resolve customer issues related to trips, bookings and service requests.
- Investigate customer concerns and provide appropriate resolutions.
- Document customer interactions accurately in the CRM.
- Follow defined process guidelines and escalation procedures.
- Maintain required quality, productivity and customer satisfaction targets.
- Handle sensitive customer/account information in accordance with process requirements.
- Escalate unresolved or complex issues to the appropriate support team.

Candidate Requirements

- Excellent spoken and written English communication.
- Good listening and comprehension skills.
- Strong typing and written communication skills.
- Good customer-handling and problem-solving abilities.




- Basic computer and internet knowledge.
- Comfortable handling both voice and non-voice interactions.
- Ability to work in a target-driven customer-service environment.
- Willingness to work in 247 rotational shifts, where applicable.

Skills Required

- Excellent English communication
- Voice + Chat handling
- Customer service
- Problem solving
- Typing skills
- Basic computer knowledge

Valuable to Have:

- International BPO experience
- US/Canada customer support experience
- Transportation/travel process experience
- Rider/driver support experience
- CRM experience

Key Performance Metrics

- Customer Satisfaction (CSAT)
- Quality Score
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Productivity
- Attendance & Schedule Adherence

Eligibility

Education: Graduate

Experience: Experience and Freshers

CTC: Up to 3.2 to 4LPA (Max)

Work Details

- Work Location: Work From Office
- Working Days: 5 Days Working
- Week Off: 2 Rotational Week Offs
- Cab Facility: One-Side Cab

Documents Required Candidates should have the following documents available:

Education Documents

- Aadhaar Card
- PAN Card
- Educational Certificates / Marks Memos

Previous Employment Documents
- Offer Letter
- Previous Organization Pay Slips
- Relieving / Experience Letter

Interview Process

1. HR Round

2. AMCAT

3. Versant

4. Operations Round

Contact person: HR Harini @ (phone hidden)

📌 International Blended Process (Hyderabad)
🏢 Shell Infotech
📍 Hyderabad