Zolo Hiring for Customer support associate at India Full Time

About Zolo

ZoloStays stands out as the leading provider of managed co-living spaces in India, catering to the needs of both working professionals and students. Backed by over $100 Mn funding from Nexus Venture Partners, IDFC Alternatives, and Mirae Asset, we have swiftly emerged as one of the fastest-growing co-living players in the market.

Zolo is always evolving. We believe in constantly raising the bar and pushing ourselves to new heights. This means that we are always looking for ways to improve and innovate, whether it is through new technology, better design, or more efficient processes. By embracing this principle, we have become one of the most dynamic and forward-thinking companies in the coliving industry.

Finally, Zolo is more than just a coliving platform. We are a community that fosters growth and personal development. Our founders believed that potential, not just pedigree, was the key to success, and that is why they built Zolo around the principle of thinking like an owner. Hence, we seek passionate individuals ready to innovate, flapping their wings outside of the traditional 9-to-5 schedule!

What will you do in a nutshell?

We are seeking a dedicated and detail-oriented Customer Support (Non-Voice) Representative to provide exceptional support to our customers through various non-voice communication channels. This role will primarily focus on working with CRM systems, emails, ticketing, and requires a strong aptitude for math and calculations. Your responsibilities will include addressing service complaints and requests, handling grievances, analyzing customer data, and enhancing overall customer satisfaction.

Your role in detail

• CRM Management: Effectively utilize Customer Relationship Management (CRM) systems to access and update customer information, ensuring accurate and efficient service delivery.
• Email and Ticketing Support: Respond to customer inquiries, complaints, and service requests through email and ticketing systems. Provide timely and professional responses to resolve issues and address customer needs.
• Strong Analytical Skills: Utilize data analysis tools to extract valuable insights on grievance response times, trends, and specific customer requirements. Use data to drive continuous improvement in customer support processes.
• Service Complaints and Requests: Handle service complaints and requests by thoroughly understanding customer problems and providing appropriate solutions. Ensure a high level of customer satisfaction through effective communication and issue resolution.
• Grievance Handling: Effectively address customer grievances and escalations, demonstrating empathy and a commitment to resolving their issues promptly.
• Cross-Team Collaboration: Collaborate with relevant teams to ensure all grievances are addressed within service level agreements (SLAs). Actively work with other departments to minimize future occurrences of similar grievances.
• Customer Satisfaction Enhancement: Proactively identify opportunities to enhance the overall customer experience by addressing root causes of grievances and implementing preventive measures.
• Documentation and Reporting: Maintain accurate records of customer grievances, resolutions, and follow-up actions. Generate detailed reports to track and monitor grievance handling performance, highlighting areas for improvement.

What will you learn while at Zolo?

• Growth mindset: Join a company that constantly raises the bar and pushes itself to new heights, fostering a culture of continuous improvement and innovation.
• Entrepreneurial thinking: Embrace the opportunity to think like an owner, taking ownership of projects and contributing to the growth and success of the company.
• Leadership and mentorship opportunities: Grow your leadership skills by taking on responsibilities and mentoring junior team members, fostering a culture of knowledge sharing and development.
• Co-living industry expertise: Gain valuable knowledge and experience in the dynamic and rapidly growing co-living industry, shaping the future of shared living spaces.
• Cross-functional collaboration: Collaborate with diverse teams and departments, fostering a multidisciplinary approach to problem-solving and expanding your professional network.
• Agile work environment: Thrive in a fast-paced and dynamic work environment, where adaptability and flexibility are key to success.
• Process optimization: Contribute to streamlining and improving operational processes, learning best practices and enhancing efficiency.
• Data-driven decision making: Develop skills in analyzing and interpreting data to drive informed decision-making, contributing to the company’s strategic initiatives.

What qualifications can enhance the chances of shortlisting?

• Strong written communication skills.
• Excellent math and analytical abilities for data analysis and insights.
• Customer-oriented mindset with a focus on problem-solving.
• Detail-oriented with a commitment to maintaining accurate records.
• Previous experience in non-voice customer support or a similar role is a plus.

Why could Zolo be the ideal fit for you?

Looking for a workplace that values learning and growth? Zolo is the perfect place for you! Our employee-friendly policies and talented team members create a dynamic environment where you can thrive. We’re a close-knit group of professionals who are passionate about excellence and supporting one another. Don’t miss out on the opportunity to join a team that’s constantly pushing the boundaries! If you’re a top talent looking for an exciting and fruitful experience, then apply now to become a part of the Zolo family. Trust us, it will be a journey you won’t want to miss!