Pet Parent Relationship Associate

HUFT; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

Heads Up For Tails is seeking a customer care professional to engage with pet parents via calls, chat and WhatsApp. This role focuses on warmth, empathy and ownership, resolving issues related to orders, refunds or products with clear next steps.

You will listen to underlying concerns, explain solutions clearly, and maintain accurate records while collaborating with internal teams to improve the customer experience.

Qualifications

• A naturally warm, calm and reassuring voice.
• Clear speech that's easy to understand.
• Fluent in English and Hindi, and Hinglish communication.
• Listens closely and does not rush to answer.
• Can explain things simply and confidently.
• Stays patient when someone is upset or frustrated.
• Shows genuine empathy.
• Takes responsibility and follows through.
• Honest when you do not know something.
• Has good judgment and attention to detail.
• Willing to receive feedback and keep improving.
• Understands the relationship people share with their pets.

Responsibilities

• Speak with pet parents across calls, chat and WhatsApp.
• Listen carefully and understand the concern behind the question.
• Resolve customer issues accurately, clearly and efficiently.
• Ownership & Follow-Through: Take ownership until the customer has a clear answer or next step.
• Communicate honestly when an immediate solution is not possible.
• Keep customers updated so they do not have to repeatedly follow up.
• Judgment & Care: Handle difficult or emotional conversations with patience and maturity.
• Recognise when a pet's comfort, safety or wellbeing may be involved.
• Recommend what is right for the pet within HUFT's approved guidance.
• Documentation & Continuous Learning: Maintain clear and complete records of conversations and commitments.
• Share recurring customer concerns with the relevant teams.
• Learn continuously through call reviews, feedback and coaching.

Skills

Warm communication

Active listening

Fluent English

Hindi proficiency

Clear speech

Empathy

Ownership

Problem solving

Documentation

Feedback willingness

Relationship building

Job description

About The Role

This is not a typical call-centre role. At Heads Up For Tails, you will not simply answer calls, follow scripts and close tickets. You will speak to people who deeply love their pets.

About The Role

This is not a typical call-centre role. At Heads Up For Tails, you will not simply answer calls, follow scripts and close tickets. You will speak to people who deeply love their pets.

Their question may be about a delayed order, a refund, an exchange or a product. But behind that question could be worry about a pet running out of food, discomfort from something that does not fit, or disappointment after an experience went wrong.

Your role is to understand what really matters, help resolve it and make the pet parent feel that someone at HUFT genuinely cares about what happens next.

We are looking for exceptional people who can bring warmth, clarity, empathy and ownership to every customer interaction.

What You Will Do

• Customer Conversations
• Speak with pet parents across calls, chat and WhatsApp.
• Listen carefully and understand the concern behind the question.
• Resolve customer issues accurately, clearly and efficiently.
• Ownership & Follow-Through
• Take ownership until the customer has a clear answer or next step.
• Communicate honestly when an immediate solution is not possible.
• Keep customers updated so they do not have to repeatedly follow up.
• Judgment & Care
• Handle difficult or emotional conversations with patience and maturity.
• Recognise when a pet's comfort, safety or wellbeing may be involved.
• Recommend what is right for the pet within HUFT's approved guidance.
• Documentation & Continuous Learning
• Maintain clear and complete records of conversations and commitments.
• Share recurring customer concerns with the relevant teams.
• Learn continuously through call reviews, feedback and coaching.

What Exceptional Care Looks Like At HUFT

• Listening before responding.
• Acknowledging the customer's specific concern instead of using a standard apology.
• Bringing the pet into the conversation naturally when relevant.
• Speaking warmly without sounding scripted or overly familiar.
• Giving clear next steps, ownership and timelines.
• Never making a promise simply to end a difficult conversation.
• Making things easier for the customer rather than passing them between teams.
• Treating every interaction as a relationship — not just a ticket.

Who This Is For

• A naturally warm, calm and reassuring voice.
• Clear speech that's easy to understand.
• Fluent in English and Hindi, and able to communicate naturally in Hinglish.
• Listens closely and does not rush to give an answer.
• Can explain things simply and confidently.
• Stays patient when someone is upset or frustrated.
• Shows genuine rather than scripted empathy.
• Takes responsibility and follows through.
• Is honest when they do not know something.
• Has good judgment and attention to detail.
• Is open to feedback and wants to keep improving.
• Understands the relationship people share with their pets.

Bonus Points If You Have

• Ideally a pet parent, or has a genuine, demonstrated connection with animals.
• Previous customer-care experience is helpful but not essential — we'd also love to meet people from hospitality, premium retail, travel, community management, or other high-quality customer-facing roles.