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About The Company
kitchens@ - Loyal Hospitality Pvt. Ltd is a leading player in the hospitality and food service industry, renowned for its commitment to delivering exceptional customer experiences and innovative culinary solutions. With a focus on quality, efficiency, and customer satisfaction, Loyal Hospitality has established a strong presence across various regions, consistently setting high standards in the hospitality sector. The company values its employees as its most vital asset and strives to foster a dynamic, inclusive, and growth-oriented work environment that encourages professional development and excellence.
About The Role
The Customer Support Specialist at Loyal Hospitality is a vital role dedicated to ensuring a seamless and positive experience for our customers. This position involves managing customer interactions across multiple channels, resolving service-related issues efficiently, and collaborating with internal teams to uphold the company's high standards of service. The role requires a proactive approach to problem-solving, excellent communication skills, and a customer-first attitude. As a key representative of Loyal Hospitality, the Customer Support Specialist plays a crucial part in maintaining customer loyalty, enhancing satisfaction, and supporting the company's reputation for quality and reliability.
Qualifications
The ideal candidate should possess a graduation degree, with specific educational requirements depending on the role. Candidates should have 0-2 years of experience in customer support, hospitality, food tech, or related service industries. Strong verbal and written communication skills are essential, along with a customer-centric mindset and problem-solving capabilities. Basic computer literacy, familiarity with CRM or ticketing tools, and the ability to work under pressure are also important. Willingness to work in rotational shifts, including weekends and holidays if necessary, is required. Prior experience in hospitality, quick-service restaurants, food delivery, or facility management is preferred, along with multilingual skills in English, Hindi, and regional languages to better serve diverse customer bases.
Responsibilities
- Handle inbound and outbound customer interactions via calls, WhatsApp, emails, or support platforms to address inquiries and resolve issues promptly.
- Respond to customer concerns related to orders, service quality, delivery timelines, billing, and gather feedback for continuous improvement.
- Resolve complaints efficiently following company SOPs and within established turnaround times to ensure customer satisfaction.
- Coordinate with operations, kitchen, delivery, and finance teams to facilitate swift issue resolution and maintain service standards.
- Accurately document all customer interactions, complaints, and resolutions in CRM systems for record-keeping and analysis.
- Escalate unresolved or critical issues to the appropriate levels as per the escalation matrix to ensure prompt attention.
- Adhere to service quality standards, compliance requirements, and data confidentiality policies at all times.
- Contribute to initiatives aimed at improving customer satisfaction, retention, and fostering repeat business.
Benefits
Loyal Hospitality offers a competitive CTC of up to 4 LPA, along with additional benefits including accommodation support to facilitate work-life balance and ease of commuting. Employees will also have access to training and development opportunities, a collaborative work environment, and the chance to grow within a dynamic organization dedicated to excellence in hospitality services. The company values its employees' well-being and encourages a culture of continuous improvement and recognition.
Equal Opportunity
kitchens@ - Loyal Hospitality Pvt. Ltd is an equal opportunity employer. We are committed to creating an inclusive environment where all employees and applicants are treated with respect and fairness, regardless of race, gender, age, religion, nationality, or disability. We believe diversity fosters innovation and excellence, and we actively encourage candidates from all backgrounds to apply.
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