Customer Support Specialist

Kindly note - This position has a maximum budget of 4 LPA.Therefore, candidates who's current or expected CTC exceeds 4 LPA are requested not to apply.

This role is focused exclusively on customer support (non-technical). Candidates with a primary background in technical support are kindly requested not to apply.

MetroRide Kids is a trusted children's transportation service focused on providing safe, reliable, and technology-enabled pick-up and drop solutions. With features such as live tracking, safety notifications, and professional driver support, we are committed to ensuring peace of mind for parents and a secure travel experience for children.

Job Summary: -We are looking for a dedicated and customer-focused Customer Support Executive to join our team. This role involves handling a blended process, which includes both voice and non-voice support, to ensure seamless communication with parents, drivers, schools, and internal teams. The ideal candidate should have strong communication skills, problem-solving ability, empathy, and the capability to manage customer concerns efficiently.

Key Responsibilities -

* Handle inbound and outbound customer calls professionally and efficiently.

* Respond to customer queries through email, chat, and other support channels.

* Assist parents with ride-related concerns, route updates, driver coordination, and service-related inquiries.

* Resolve customer complaints and provide timely follow-up to ensure customer satisfaction.

* Coordinate with operations, transport teams, and drivers for issue resolution.

* Maintain accurate records of customer interactions, feedback, and complaints in the system.

* Provide real-time support during emergencies or service disruptions.

* Escalate critical or unresolved issues to the concerned department in a timely manner.

* Ensure adherence to company policies, service standards, and turnaround times.

* Support retention by delivering a positive and reassuring customer experience.

Required Skills and Qualification-

* Bachelor's degree or equivalent qualification preferred.

* Prior experience in customer support, customer service, BPO, or a similar role is preferred.

* Strong verbal and written communication skills. Ability to manage both voice and non-voice processes effectively.

* Good problem-solving and conflict-resolution skills.

* Basic computer knowledge and familiarity with CRM/support tools.

* Ability to work in a fast-paced environment and handle pressure situations calmly.

* Empathetic, patient, and customer-centric approach.

* Flexibility to work in shifts if required.

Preferred Candidate Profile -

* Experience in transportation, logistics, school transport, or service-based industries will be an added advantage.

* Ability to multitask and coordinate with multiple stakeholders.

* Strong listening skills and attention to detail.

* A proactive attitude with a sense of ownership and responsibility.

Why Join MetroRide Kids

* Opportunity to work with a growing and purpose-driven organization.

* Be part of a service that directly impacts child safety and parent trust.

* Collaborative and supportive work environment.

* Career growth and learning opportunities