Job Description
Afre Studios is looking for an Assistant Customer Support Executive to handle user queries for Quick Tatkal, our Android autofill tool for booking train tickets on IRCTC, especially under the Tatkal quota. Quick Tatkal has 3M+ downloads across India.
Key Responsibilities:
- Respond professionally to emails received from Quick Tatkal users.
- Reply to user messages and queries on Facebook and Instagram.
- Understand user issues and provide appropriate solutions using the FAQs and support guidelines provided by us.
- Escalate any new or unfamiliar queries for which a predefined response is not available.
Working Days & Hours:
This is primarily a weekend and public holiday role.
- Regular working days will be Saturdays, Sundays, and public holidays (Extra pay per day will be provided on working on public holidays).
- Since 10 AM–11 AM is the primary Tatkal booking period, support queries must be actively monitored and handled on priority between 9 AM and 11 AM.
- After 11 AM, working hours are flexible. However, emails and messages received until 5 PM should be covered on the same day.
- On certain occasions, if the regular support executive is on leave, you may be requested to provide support on a weekday in case of an urgent requirement (Extra pay per day will be provided)
Additional Compensation:
Additional salary will be provided for work performed on public holidays, calculated based on the number of additional days worked. Similarly, if you are requested to work on an emergency/weekday due to the regular support executive's absence, additional compensation will be provided for those days.
Training & Support:
A Google Docs guide containing detailed information about Quick Tatkal, frequently asked questions, and recommended responses will be provided. If you receive a new query that is not covered in the guide, you can contact us anytime on Whatsapp for guidance on the appropriate response.
Requirements:
- Excellent written English and professional email-writing skills are essential.
- Ability to communicate clearly, politely, and professionally with users.
- Ability to understand customer concerns and respond accurately.
- Availability during the priority support period of 9 AM–11 AM on assigned working days.
- Familiarity with train ticket booking and IRCTC is an advantage.
Candidates who frequently use the IRCTC website and have good practical experience with the IRCTC Rail Connect or RailOne app will be given additional preference, although this is not a mandatory requirement.
Screening questions:
If you're ready to apply, please take a couple of minutes to answer these screening questions which will help us to shortlist you - https://forms.gle/2qZiGFN9nTeAzXK76
Pay: From ₹5,000.00 per month
Benefits:
Work Location: Remote
