Customer Care Officer

Role Overview

As a Customer Care Officer, you will be the primary point of contact for customers calling to book rides or ask about our services. You will listen carefully, understand exactly what the customer needs, confirm the booking, and follow up with clear, timely, and polite communication. You will also handle price discussions with confidence and courtesy, closing bookings while keeping customers happy.

Key Responsibilities

• Answer incoming customer calls promptly and professionally.

• Understand the customer's requirement: pickup and drop locations, date and time, vehicle type, number of passengers, luggage, and any special requests.

• Take and confirm ride bookings accurately in our system or booking sheet.

• Share fare, vehicle, and trip details clearly, and revert to customers with appropriate and timely responses.

• Negotiate pricing politely and tactfully, and convert enquiries into confirmed bookings without compromising company margins.

• Coordinate with the dispatch and operations team to allot drivers and vehicles.

• Follow up with customers on booking confirmations, driver details, delays, and changes.

• Handle queries, complaints, and rescheduling or cancellations calmly, and escalate to seniors when needed.

• Maintain accurate records of calls, bookings, and customer feedback.

• Build good relationships with customers to encourage repeat business and referrals.

Required Skills and Qualifications

• Excellent verbal communication in Hindi and English (additional regional languages are a plus).

• Clear, pleasant voice and strong listening skills.

• Good negotiation and persuasion skills, with a polite and professional manner.

• Ability to stay calm and courteous with upset or demanding customers.

• Basic computer skills (Google Sheets, WhatsApp, and email).

• Good typing speed and accuracy, and attention to detail.

• Ability to multitask and handle multiple calls and bookings efficiently.

• Graduate or 12th pass with relevant experience.

• Prior experience in a call centre, customer support, cab or travel industry, or sales is preferred. Freshers with strong communication skills may also apply.

Working Schedule

• Timings: 10:00 AM to 7:00 PM

• Working days: Monday to Saturday