About
### About the Role The Customer Support Executive will be the first point of contact for Zomato’s users, providing assistance through both live chat and voice calls. This role demands fluency in Hindi and English, a customer-first mindset, and the ability to manage high-volume interactions while maintaining quality and empathy. The job operates on a rotational 9-hour shift schedule, including night shifts, and offers a clear growth trajectory into: - Senior Support - Team Lead - Operations Management roles ### Key Responsibilities - Respond to customer queries on Zomato’s platform via chat and voice within defined SLAs. - Diagnose and resolve order-related issues, payment discrepancies, and account problems. - Escalate complex cases to higher-level support or relevant Zomato teams. - Maintain accurate records of interactions in the CRM system. - Achieve daily and weekly performance metrics such as CSAT, AHT, and resolution rate. - Provide feedback on recurring issues to help improve product and service. - Adhere to data-privacy and security guidelines while handling customer information. - Participate in regular training sessions and knowledge-base updates. - Assist in creating FAQs and canned responses for common queries. - Contribute to a positive team environment through collaboration and knowledge sharing. ### Requirements - Fluency in Hindi and English. - Strong verbal communication skills. - Experience in customer service or related roles. - Proficient in basic computer operations and typing. - Skills in problem solving, multitasking, empathy, and active listening. - A stable high-speed internet connection and personal laptop are mandatory. ### Benefits - Exposure to a fast-paced, technology-driven environment with a high-visibility brand like Zomato. - Flexible remote work setup. - Quarterly bonus structure rewards consistent performance. - Statutory contributions (PF, ESIC). - Clear, merit-based career advancement opportunities, including cross-functional mobility into quality assurance, training, and process improvement.
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