Support Executive

Fast Express Technologies is seeking a dedicated Support Executive to join our dynamic team. The ideal candidate is responsible for delivering exceptional customer service by efficiently handling customer inquiries and resolving issues through our ticketing systems. This role requires clear and professional communication to maintain strong customer relationships and ensure high satisfaction levels. The Support Executive will also be entrusted with managing a team of 20 persons, guiding and motivating them to achieve service excellence and meet performance goals. The Support Executive plays a crucial role in maintaining workflow efficiency and ensuring that customer concerns are addressed promptly and accurately. The position demands at least one year of relevant experience in customer service and a thorough understanding of ticketing systems and effective communication techniques. This is an opportunity to contribute to a fast-paced organization where teamwork and leadership are essential for success.
Responsibilities

Manage and lead a team of customer support representatives, providing guidance, training, and performance feedback to maintain high service standards and team productivity.
Handle customer queries, complaints, and concerns promptly through phone calls, WhatsApp, email, and in-app support, ensuring timely resolutions and customer satisfaction.
Assist passengers and drivers with ride bookings, account registration, verification, payment issues, cancellations, and other service-related concerns.
Monitor and manage customer support tickets, ensuring every request is tracked, prioritized, escalated when necessary, and resolved efficiently.
Maintain clear, courteous, and professional communication with passengers, drivers, agents, and registration centers.
Monitor team performance, response times, complaint resolution rates, and customer feedback to continuously improve support quality.
Coordinate with the operations, technical, accounts, and driver management departments to resolve complex issues and ensure smooth ride-hailing operations.
Maintain accurate records of customer complaints, driver issues, ride incidents, and support interactions for reporting and future reference.
Conduct regular team meetings and training sessions to strengthen product knowledge, communication skills, complaint handling, and customer service practices.
Ensure compliance with FAST RIDE policies, customer privacy requirements, and service quality standards while maintaining confidentiality of customer and driver information.
Develop and implement customer support procedures that improve response times, customer retention, and overall service efficiency.
Promote a respectful, safe, and supportive environment for staff while ensuring professional service delivery to all FAST RIDE customers.