Company Overview

Grassroots is a next-generation service provider in the IT & ITES industry. With a focus on comprehensive solutions and surpassing client expectations, Grassroots offers a wide range of core enterprise and industry-specific services. The company has a strong executive leadership team with over 250 years of industry experience, positioning Grassroots as an exceptional performer in customer service delivery. Headquartered in Bengaluru, Grassroots has multiple delivery locations across Bengaluru and Mysore, with global operations through strategic partners.

Job Overview

This role involves providing customer support for the Railways IRCTC system. The Customer Support Executive will be responsible for handling customer queries, providing information about ticket bookings, resolving issues related to ticket cancellations or refunds, and addressing any other customer concerns. The job location is Noida, Uttar Pradesh, India. The employment type for this role can be Full-Time or Part-Time. The salary range will be determined based on the candidate's experience and qualifications.

Qualifications and Skills

• Fluency in Hindi and basic English
• Must be a 10+2/Any Graduate
• Basic knowledge of computer operations
• Willingness to work in rotational shifts
• Positive attitude and ability to handle customer queries with empathy
• Must be 18 years or above

Roles and Responsibilities

• Handle incoming calls and respond to customer queries regarding the Railways IRCTC system
• Provide accurate and up-to-date information about ticket bookings, availability, fares, and train schedules
• Assist customers in resolving ticket cancellation and refund-related issues
• Address customer complaints and concerns in a professional and empathetic manner
• Troubleshoot and escalate technical issues to the relevant departments, if required
• Maintain a high level of customer satisfaction by providing excellent customer service
• Ensure compliance with company policies and procedures
• Document customer interactions and maintain accurate records of all communication
• Meet individual and team targets as set by the company
• Stay updated with the latest developments and changes in the Railways IRCTC system