Customer Support Executive

Key Roles & Responsibilities

1. Outbound Customer Feedback Calls

• Make follow-up calls to passengers who have completed their journeys using our buses and transportation services.

• Contact corporate clients, travel agencies and other customers who have previously booked our vehicles.

• Collect detailed feedback regarding vehicle cleanliness, punctuality, driver behaviour, staff cooperation, safety, comfort and overall service quality.

• Understand customer satisfaction levels and identify opportunities for service improvement.

• Record customer responses accurately in the company’s ERP system.

• Report negative feedback, complaints and service-related concerns to the respective departments.

• Maintain professional communication and positive customer relationships.

2. Customer Reviews & Online Reputation Management

• Encourage satisfied and other willing customers to share their genuine experiences on platforms such as Google Reviews, redBus and other applicable travel and booking platforms.

• Guide passengers through the review submission process when assistance is required.

• Share authorised review links through WhatsApp, SMS or other approved communication channels.

• Follow up politely with customers who have expressed interest in submitting feedback.

• Maintain daily records of review invitations and customer responses.

• Coordinate with management regarding recurring complaints and suggestions.

Important: All reviews must be authentic, voluntary and based on the customer’s actual experience. Employees must never create fake reviews, pressure customers or offer unauthorised incentives in exchange for positive ratings.

3. Inbound Customer Support & Enquiry Handling

• Attend incoming customer calls promptly and professionally.

• Respond to enquiries regarding vehicle availability, charter bookings, routes, services and general transportation requirements.

• Collect customer information, including name, contact details, travel dates, pickup and drop-off locations, passenger count and vehicle requirements.

• Enter all enquiries and booking-related information accurately into the company’s ERP system.

• Forward qualified enquiries to the sales, booking or operations departments.

• Assist customers with booking-related questions, service information and other general concerns.

• Escalate urgent operational or service issues to the appropriate team.

• Follow up on pending enquiries and unresolved customer requests.

4. ERP Data Entry & Customer Record Management

• Create and update passenger, customer and corporate client profiles in the ERP.

• Record all inbound and outbound interactions, feedback, enquiries and complaints.

• Maintain accurate booking references, contact information and call history.

• Update enquiry statuses, follow-up requirements and complaint resolution details.

• Avoid duplicate entries and ensure the accuracy of customer information.

• Maintain confidentiality of customer details and company records.

• Coordinate with internal departments to ensure the ERP reflects updated customer information.

5. Complaint Handling & Customer Relations

• Listen patiently to customer concerns and understand the issue before responding.

• Maintain professionalism while communicating with dissatisfied customers.

• Register complaints in the ERP and assign them to the relevant department.

• Coordinate with operations, fleet, booking and management teams for resolutions.

• Follow up with customers to confirm that their concerns have been addressed.

• Identify repeated service problems and communicate them to supervisors.

6. Daily Reports & Performance Tracking

• Maintain daily call records, including calls attempted, calls connected and completed interactions.

• Track customer feedback received and review requests shared.

• Report newly generated enquiries and follow-up opportunities.

• Monitor unresolved complaints and pending customer callbacks.

• Submit daily or weekly performance reports as instructed by the team supervisor.

• Ensure timely completion of assigned customer follow-ups.

Required Skills & Qualifications

Educational Qualification

• Minimum PUC / 12th Pass.

• Diploma or degree holders are welcome.

• Freshers with good communication and computer skills are encouraged to apply.

Communication Skills

• Good verbal communication skills.

• Kannada and English communication skills preferred.

• Hindi or additional regional language proficiency will be an advantage.

• Ability to communicate politely and clearly with different types of customers.

• Strong listening, problem-solving and interpersonal skills.

Computer & Technical Skills

• Basic computer knowledge and typing skills.

• Familiarity with Microsoft Excel, Google Sheets and email.

• Ability to learn ERP/CRM software.

• Basic understanding of WhatsApp Business and online review platforms.

• Previous experience using customer support or call centre software will be an added advantage.

Professional Qualities

• Positive attitude and willingness to learn.

• Patient, disciplined and customer-oriented.

• Strong attention to detail and data accuracy.

• Ability to work with daily performance targets.

• Good time management and follow-up skills.

• Ability to coordinate effectively with multiple internal departments.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.