Uniliv
Website:
uniliv.in
Job details:
Customer Support Associate (Voice/Blended Process) | UniLiv
About UniLiv
UniLiv is a fast-growing, tech-enabled managed living brand delivering premium PG and co-living experiences for students and working professionals.
We operate at the intersection of hospitality, real estate, and customer experience — building systems that ensure fast resolution, clear communication, and a seamless resident journey.
At UniLiv, customer support is not a backend function — it is frontline experience ownership.
Role Overview
We are hiring Customer Support Associates (CSA) to manage resident communication, issue resolution, and support operations across voice and non-voice channels.
This is not a script-reading role.
We need people who can think, respond, and resolve — not just reply.
You will be responsible for ensuring that every resident interaction is:
- Fast
- Clear
- Solution-oriented
What You’ll Own
- Handling resident queries via calls, WhatsApp, and tickets
- End-to-end issue resolution and follow-ups
- Coordination with operations teams for closures
- Maintaining response time and resolution SLAs
- Ensuring high-quality communication and empathy
- Accurate logging and tracking of all interactions
Key Responsibilities
- Handle inbound and outbound calls professionally
- Respond to chats and messages promptly
- Understand issues and provide clear, effective resolutions
- Coordinate with property/operations teams for issue closure
- Follow up until complete resolution — no loose ends
- Maintain daily reports and CRM updates
- Ensure customer satisfaction and reduce repeat complaints
Must-Have (Strict Filter)
- 0–3 years of experience in customer support / BPO / service roles
- Strong communication skills (Hindi + basic English)
- Ability to handle voice and chat processes
- Good listening and problem-solving ability
- Comfortable working in rotational shifts / high-volume environment
- Basic computer skills (CRM, Google Sheets, etc.)
Nice to Have
- Experience in blended process (voice + non-voice)
- Exposure to customer handling / escalation management
- Experience in hospitality / service industry
First 30 Days Success Metrics
- Clear understanding of processes and common issues
- Ability to handle queries independently
- Maintaining response and resolution SLAs
- Reduction in escalations and repeat complaints
- High-quality communication and customer handling
What We’re Looking For
- People who don’t panic under pressure
- People who listen before responding
- People who take ownership of issues, not just tickets
- People who can handle customers calmly — even when they’re not
Why This Role Matters
Customer Support is the voice of UniLiv.
Every call, every message, every response —
defines how residents experience the brand.
If you can handle people, solve problems, and stay composed —
you’re exactly who we need.
Process Type
- Voice + Chat (Blended Process)
- High interaction, fast-paced environment
Click on Apply to know more.