Bilingual CSR
Bilingual CSR
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Job Description
Customer Service Representative - Accessibility Support (US Market)
Location: Remote
Employment Type: Full-Time Shift-based (US Time Zones)
About Us
We are a mission-driven ride-hailing platform dedicated to providing safe reliable and accessible transportation for elderly passengers and individuals with disabilities. We believe mobility should be inclusive and customer support should be warm patient and empowering.
Position Summary
As a Customer Service Representative you will be the empathetic voice behind our service helping elderly users and persons with disabilities navigate their transportation needs with ease. You will support the U.S. market requiring a high level of cultural sensitivity active listening and patience.
Key Responsibilities
- Provide thoughtful patient and solution-focused support via phone chat and email
- Guide users through the booking process and troubleshoot issues with accessibility in mind
- Build trust with customers through respectful and compassionate communication
- De-escalate concerns professionally always advocating for the customers dignity and safety
- Document interactions with attention to detail and accuracy
- Adhere to assigned U.S.-based schedules and meet performance expectations (e.g. CSAT AHT)
Qualifications
- 2 years of customer service experience; healthcare transportation or accessibility support is a plus
- Fluent in English with clear verbal and written communication
- Demonstrated empathy cultural awareness and patience especially with elderly or vulnerable customers
- Strong troubleshooting skills and emotional resilience in complex or sensitive scenarios
- Tech-savvy with familiarity in CRM systems and messaging platforms
- Must have stable internet and a quiet professional remote setup
Preferred Traits
- Experience supporting users with assistive technologies
- A calm demeanor and ability to build genuine human connections even in short interactions
- A customer-first mindset that values patience over speed
Employment Type
Full Time
