Customer Care Executive

Key Responsibilities:

1. Inbound Call Handling:

• Answer incoming calls from customers requesting taxi bookings.
• Collect accurate details such as pickup location, drop location, type of vehicle required, and time of travel.
• Confirm ride bookings and communicate estimated arrival time, fare details, and driver information.

2. Outbound Follow-Ups:

• Call back customers to confirm bookings, provide updates, or address ride delays or cancellations.
• Contact drivers for status updates and pass critical information to customers if needed.

3. Ride Issue Resolution:

• Handle customer complaints such as delayed taxis, incorrect fares, rude drivers, or misplaced belongings.
• Escalate unresolved or serious issues to the supervisor or dispatch team as per escalation protocols.
• Provide clear, solution-oriented responses and ensure customer satisfaction.

4. Dispatch & Driver Coordination (Optional/Secondary):

• Coordinate with drivers via internal systems or calls if needed to confirm availability.
• Assist in resolving pickup confusion or driver location mismatches through live updates.

5. Booking Entry & CRM Usage:

• Enter accurate customer and booking details into the taxi booking software or CRM system.
• Maintain a log of all calls and conversations as per standard operating procedure.

6. Service Quality & Customer Experience:

• Greet all customers politely, and maintain a calm, helpful tone on all calls.
• Educate customers on using the mobile app, fare policies, peak hour charges, or other common queries.