Customer Support Internship

We are looking for a customer-focused, empathetic, and detail-oriented Customer Support Associate / Specialist to join our Customer Support Team.

The candidate will be the primary point of contact for customers, handling inbound and outbound calls, resolving queries, providing real-time assistance, and coordinating with internal teams to ensure timely resolution.

The role involves supporting customers across our EV charging and mobility ecosystem, including charging stations, charging sessions, payments, and other operational queries.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Understand customer concerns through active listening and provide accurate resolutions.
• Maintain a calm, empathetic, and professional approach, especially during escalations.
• Ensure a positive customer experience across every interaction.
• Assist customers with EV charging stations, charging sessions, vehicle-related queries.
• Handle payment, wallet, refund, and transaction-related queries.
• Provide real-time troubleshooting and operational assistance during charging sessions.
• Guide customers through app features and charging processes.
• Log customer interactions, complaints, and issues accurately in the CRM/ticketing system.
• Identify issues that require technical, operations, or field-team intervention.
• Escalate cases to the appropriate teams with complete and accurate information.
• Follow up on escalated cases until closure wherever required.
• Follow defined SOPs, escalation matrices, and customer support processes.
• Maintain required AHT, SLA, CSAT, and FCR benchmarks.
• Ensure accurate documentation of customer interactions and resolutions.
• Maintain proper shift handovers to ensure continuity of operations.
• Work effectively in a general shift environment, including weekends.
• Maintain punctuality, schedule adherence, and availability as per roster.
• Coordinate effectively with other shifts during handovers.

Key Competencies

• Customer Centricity: Focus on delivering a positive customer experience.
• Problem Solving: Ability to understand issues quickly and identify the right resolution or escalation path.
• Communication: Clear, professional, and effective communication.
• Empathy: Patient and composed approach while handling difficult or frustrated customers.
• Ownership: Takes responsibility for cases and follows through until resolution.
• Attention to Detail: Accurately captures customer information, issue details, and case updates.
• Reliability: Strong adherence to shifts, processes, and operational requirements.
• Learning Agility: Willingness to learn EV technology, products, processes, and support tools.

Key Performance Indicators

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Response & Resolution SLA
• Quality / Call Monitoring Scores
• Attendance & Schedule Adherence
• Ticket Accuracy and Closure
• Escalation Handling & Follow-up