The Customer Support Executive will be the first point of contact for Zomato users, helping resolve issues through live chat and voice calls. The role requires strong communication, empathy, and the ability to handle high-volume interactions while maintaining quality. It follows a rotational 9-hour shift schedule, including night shifts, with a clear growth path into senior and operations roles.

• Respond to customer queries 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 teams
• Maintain accurate interaction records in the CRM system
• Track and meet performance metrics such as CSAT, AHT, and resolution rate
• Share feedback on recurring issues and contribute to FAQs, canned responses, and knowledge-base updates

• Fluency in Hindi and English
• Strong verbal communication skills
• Experience in customer service or related roles
• Proficiency in basic computer operations and typing
• Problem solving, multitasking, empathy, and active listening skills
• Stable high-speed internet connection and a personal laptop

• Flexible remote work setup
• Quarterly bonus structure based on performance
• Statutory contributions including PF and ESIC
• Clear merit-based career advancement opportunities
• Exposure to a fast-paced, technology-driven environment with a high-visibility brand
• Cross-functional mobility into quality assurance, training, and process improvement