Customer Support Executive

Customer Support Executive – Blended Process

MetroRide Kids

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 Qualifications

• 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.

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