We are looking for customer-focused candidates to join the Wheelz 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.
Recent recruitment references describe Wheelz roles as 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 setting.
- 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
Good 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: Freshers
CTC: Up to 3.2
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