Associate

Role & responsibilities

• Respond promptly to customer queries via chat, email, and social media.
  
• Handle issues related to bookings, payments, cancellations, and refunds for dining, events, and movies.
  
• Proactively update users on order or event changes, cancellations, or reschedules.
  
• Coordinate with internal teams (product, operations, partnerships) to resolve complex cases quickly.
  
• Maintain detailed case logs and ensure accurate ticket closure within defined SLAs.
  
• Escalate critical or unresolved issues to senior specialists or team leads.
  
• Track and report recurring issues and customer insights to improve processes and the app experience.
  
• Maintain Zomatos brand tone empathetic, human, and witty across all communications.
  

Preferred candidate profile

• Excellent written and verbal English communication skills.
  
• Strong customer orientation and problem-solving ability.
  
• Ability to stay calm under pressure and multitask effectively.
  
• Prior experience in customer support / BPO / consumer tech preferred (not mandatory).
  
• Willingness to work from office in Gurgaon.
• Freshers are most welcome