Uniliv
Website:
uniliv.in
Job details:
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
- Bachelor’s 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
Click on Apply to know more.