Customer Support Executive (Hospitality /Co-Living)

Job Title: Customer Support Associate (CSA) – Hospitality / Co-Living

Location: Delhi NCR (Delhi / Noida / Gurgaon)

Employment Type: Full-Time (On-Site)

Department: Customer Experience / Operations

Compensation: ₹20,000–₹25,000 per month (Fixed) + Performance-Based Incentives

About the Company

We are a fast-scaling, professionally managed startup operating in the student housing and hospitality sector, currently managing 2,500+ beds and expanding to 4,000 beds by December 2025.

Our growth is driven by structured operations, strong customer experience, and disciplined execution. We aim to deliver not just accommodation, but a seamless, responsive, and reliable living experience.

Role Overview

The Customer Support Associate (CSA) will be responsible for managing end-to-end resident experience by resolving queries, handling complaints, and ensuring consistently high satisfaction levels.

This is a high-responsibility, customer-facing role that demands strong communication, problem-solving ability, emotional intelligence, and execution discipline.

You will be the voice of the brand—handling customers with clarity, speed, and confidence.

Key Responsibilities

Customer Experience & Support

• Act as the first point of contact for residents across calls, WhatsApp, emails, and in-person interactions
• Handle queries related to accommodation, services, payments, complaints, and general support
• Ensure quick, effective resolution with a customer-first approach
• Maintain a calm, polite, and solution-oriented tone at all times

Complaint Management & Resolution

• Take ownership of complaints and ensure end-to-end closure within defined timelines
• Coordinate with internal teams (operations, maintenance, housekeeping, etc.) for resolution
• Escalate critical issues appropriately and ensure follow-through
• Identify recurring issues and highlight patterns for process improvement

Coordination & Execution

• Work closely with operations and on-ground teams to ensure service delivery standards
• Maintain proper ticketing, tracking, and closure through CRM or support systems
• Ensure accurate documentation of customer interactions and issue resolution
• Support onboarding experience for new residents when required

Process Adherence & Reporting

• Maintain daily MIS of calls, complaints, and resolutions
• Follow SOPs, escalation matrices, and response timelines strictly
• Ensure data accuracy across CRM, Excel, and internal dashboards
• Contribute to continuous improvement of customer experience processes

Candidate Profile

We are looking for a presentable, calm, and solution-driven professional with:

• Excellent verbal communication skills in English and Hindi
• Strong listening ability and structured problem-solving approach
• High empathy with maturity in customer handling
• Ability to stay composed during high-pressure or difficult interactions
• Strong coordination, follow-up discipline, and ownership mindset
• Basic working knowledge of CRM tools, Excel, or Google Sheets

Work Requirements

• Ability to work in a high-volume, fast-paced customer environment
• Flexibility for rotational shifts or extended hours if required
• High responsiveness and availability during operational hours

Qualifications

• Bachelors degree (any discipline)
• 0–3 years of experience in Customer Support / Customer Experience / Hospitality / Call Center / Startup ecosystem
• Freshers with strong communication skills and customer-handling ability are encouraged to apply

What Defines Success in This Role

• High customer satisfaction and positive resident experience
• Fast and effective issue resolution with minimal escalations
• Strong coordination leading to seamless service delivery
• Consistent adherence to processes, timelines, and quality standards
• Ability to handle high volumes while maintaining professionalism