Customer Support Executive

About the Company:

• Black Urban provides ground transportation services to a range of executive clients with top of line luxury vehicles worldwide including USA, Canada, UK, Australia, Europe, Middle East and Asia. We are operational 24x7 and provide unparalleled customer service.

Key Responsibilities:

• The Customer Services personnel would be required to handle ongoing services in the aspect of communication with the clients regarding services, Communicate with Chauffeurs, monitor the progress and make sure everything is in operation as per rules and policies, manage drivers to ensure timely service delivery.
• Another aspect of the job is to match appropriate resources to client requirements and manage drivers to ensure timely service delivery.
• Making reservation in the system from emails data
• Crosscheck previous work
• Assign resources (affiliates and drivers) on the upcoming jobs
• Monitor the ongoing jobs, make sure chauffeurs are on time and transfer calls to passengers
• Make changes to existing jobs as per clients request through emails/phone & update attached resource
• Manage customer queries & respond accordingly
•  Maintain positive and professional attitude towards customer all the time.
• Acknowledge & resolve customer complaints
•  Be quick on the feet to immediately resolve any delays
• Answer calls professionally to provide information about products & services
•  Manage the captains and ensure they follow all requested parameters by the clients

Requirements:

• Currently, we are hiring at three tiers.
• The requirements for each tier are:
• Must have at least 7 years of customer service experience in a call center or remote customer interaction environment.
• Work experience in North America or Europe and in transportation industry would be given preference
•  Impeccable English language skills and a keen understanding of cultural contexts for various countries (primarily in North America and Europe)
• Develop quality protocols for CSRs and monitor all customer requests
•  Respond immediately to any complaints and liaise with the central office in US
•  Responsible for training and evaluation of assigned team
• Manage the office and ensure smooth operations in conjunction with US office
• Sound understanding of transportation landscape and mobile apps in North America, Europe and Middle East
• Ability to train new hires on the CRM
• Provide accurate, valid and complete product information by using the right methods/tools
• Education: An undergraduate degree (preferably from North America or Europe)
•  Strong preference for candidates who have experience of living, working or studying in any of USA/Canada/UK (and other European countries) who understand the country and its geography
• Must have at least 5 years of customer service experience in a call center or remote customer interaction environment.
• Work experience in North America or Europe and in transportation industry would be given preference
•  Impeccable English language skills and a keen understanding of cultural contexts for various countries (primarily in North America and Europe)
• Oversee CSRs and ensure they adhere to the set out Standard Operating Procedures
•  Be quick to take over in case of any issues with CSRs while adhering to best practices
•  Respond immediately to any complaints and liaise with the central office in US
•  Sound understanding of transportation landscape and mobile apps in North America, Europe and Middle East
• Ability to train new hires on the CRM
• Provide accurate, valid and complete product information by using the right methods/tools
• Education: An undergraduate degree (preferably from North America or Europe)
•  Strong preference for candidates who have experience of living, working or studying in any of USA/Canada/UK (and other European countries) who understand the country and its geography
•  Must have at least 3 years of customer service experience in a call center or remote customer interaction environment.
• Work experience in North America or Europe and in transportation industry would be given preference
• Impeccable English language skills and a keen understanding of cultural contexts for various countries (primarily in North America and Europe)
• Follow all quality protocols for CSRs and monitor all customer requests
• Register any complaints and report to the line manager immediately
•  Must have keen understanding of all SOPs
• Must remain calm under pressure and exhibit confidence and understanding to clients
•  Good understanding of transportation landscape and mobile apps in North America, Europe and Middle East
• Ability to use MS Windows, Office and CRM for client interaction
• Provide accurate, valid and complete product information by using the right methods/tools
• Education: An undergraduate degree (preferably from North America or Europe)
•  Strong preference for candidates who have experience of living, working or studying in any of USA/Canada/UK (and other European countries) who understand the country and its geography

Benefits 

• Above Market PayScale  
•  Medical Coverage/Insurance 
•  Provident Fund
• Transport Allowance
• Annual Paid Leaves
• Maternity/Paternity Leaves
•  Disturbance (Shift) Allowance 
•  Performance based Bonuses 
•  Yearly Increment