Square Yards
Website:
squareyards.com
Job details:
About Azuro
Azuro by Square Yards is a property management platform that simplifies renting and property management for homeowners and tenants through technology-driven operations and on-ground service support.
Role Overview
We are looking for a Customer Experience & Escalation Executive who will be responsible for handling inbound customer support calls, managing escalations, and coordinating with the ground operations team to ensure timely resolution of issues.
The candidate will take complete ownership of customer concerns from the first call until final resolution, ensuring a seamless and positive customer experience.
Key Responsibilities
Customer Support & Call Handling
- Handle inbound customer support calls from tenants and homeowners.
- Understand customer concerns, queries, and complaints effectively.
- Log and document issues accurately in the internal systems.
Escalation Management
- Manage and resolve escalated customer issues.
- Take end-to-end ownership of escalations until the issue is fully resolved.
- Ensure timely follow-ups and proactive communication with customers.
Coordination with Ground Teams
- Align with the on-ground operations team (Property Managers, vendors, technicians) to address reported issues.
- Assign tasks to the relevant teams and track progress until completion.
- Ensure service timelines and quality standards are maintained.
Customer Communication & Resolution
- Provide updates to customers on issue status and expected resolution timelines.
- Make a final outbound call to the customer once the issue is resolved to confirm satisfaction.
Customer Experience & Feedback
- Collect Customer Satisfaction (CSAT) feedback after every issue resolution.
- Identify recurring issues and share insights with the operations team for process improvements.
Key Skills & Requirements
- 1–3 years of experience in Customer Support / Customer Success / Escalation Management
- Strong communication skills in English and Hindi (regional languages are a plus)
- Ability to handle difficult customers and resolve conflicts professionally
- Good coordination and multitasking skills
- Strong sense of ownership and accountability
- Basic knowledge of CRM tools or ticketing systems is preferred
- Comfortable working with operations and field teams
Key Performance Indicators (KPIs)
- First Response Time
- Escalation Resolution Time
- Customer Satisfaction Score (CSAT)
- Call Quality & Communication Standards
- Issue Closure Rate
Why Join Azuro
- Opportunity to work in a fast-growing proptech platform
- Exposure to customer experience and operations management
- A collaborative environment focused on service excellence
Click on Apply to know more.