Customer Support Associate

Heads Up For Tails; Gurugram District; On-site; INR 350,000 - 500,000; Full time

Job summary

Heads Up For Tails is seeking a Customer Care Associate to join our Customer Support team. You will handle customers across voice and non-voice channels, including calls, emails, live chat, and tickets, and resolve queries with accuracy.

You will maintain a positive customer experience, adhere to SLAs, and work with support tools to ensure timely resolutions. A graduate with strong communication and interpersonal skills fits well.

Qualifications

• Graduate or equivalent qualification.
• Strong verbal and written communication skills.
• Good interpersonal and customer-handling skills.
• Comfortable handling both voice and non-voice support.
• Ability to resolve customer concerns effectively.
• Detail-oriented with a resolution-focused approach.
• Experience with support tickets, emails, chats, and customer service tools.
• Ability to work within defined SLAs and service standards.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to queries via emails, live chat, and tickets.
• Understand concerns and provide timely, accurate resolutions.
• Maintain a customer-first approach across interactions.
• Manage and close tickets within defined SLAs.
• Escalate complex issues to the appropriate teams.
• Maintain accuracy and privacy of customer information.
• Ensure consistent, professional communication across channels.
• Contribute to delivering a smooth overall customer experience.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer handling

Attention to detail

SLAs & standards

CRM tools

Education

Graduate

Tools

CRM platforms

Job description

About The Role

We are looking for a Customer Care Associate to join our Customer Support team. The role involves handling customers across voice and non-voice channels, including inbound and outbound calls, emails, live chat, and support tickets.

The associate will be responsible for resolving customer queries efficiently, providing accurate information, maintaining a positive customer experience, and ensuring adherence to defined SLAs and service standards.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through emails, live chat, and tickets.
• Understand customer concerns and provide timely and accurate resolutions.
• Maintain a customer-first approach across all interactions.
• Manage and close support tickets within defined SLAs.
• Escalate complex or unresolved issues to the appropriate teams.
• Maintain accuracy and attention to detail while handling customer information.
• Ensure consistent and professional communication across all support channels.
• Contribute to delivering a smooth and positive overall customer experience.

Qualifications & Skills

• Graduate or equivalent qualification.
• Strong verbal and written communication skills.
• Good interpersonal and customer-handling skills.
• Comfortable handling both voice and non-voice support.
• Ability to understand customer concerns and provide effective resolutions.
• Strong attention to detail and a resolution-oriented approach.
• Comfortable working with support tickets, emails, chats, and customer service tools.
• Ability to work within defined SLAs and service standards.

Bonus Points

• Prior experience in the pet care or D2C industry.
• Love for pets and genuine interest in the pet care space.
• Experience working with customer support tools or CRM platforms.
• Prior experience in a fast-paced customer service environment.

Skills: customer support,customer experience,communication