Customer Service / Support Executive

*Job Description – Customer Service / Support Executive*

**Location:** \[Gurgoan}

**Department:** Services & Support

**Reporting To:** Service/SupportManager

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### **About Health Click Away (HCA)**

Health Click Away is a complete health & fitness solution platform offering expert guidance from certified fitness, yoga, and nutrition coaches. We are committed to transforming lifestyles through sustainable health solutions and an exceptional customer experience.

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### **Role Overview**

We are looking for a proactive **Customer Service / Support Executive** to ensure seamless customer experience across our platform. The role involves managing client queries, ensuring high retention, supporting referrals, resolving escalations, and maintaining long-term customer satisfaction.

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### **Key Responsibilities**

* Handle inbound and outbound customer queries via calls, chats, and emails.

* Ensure smooth onboarding of customers and guide them in using the HCA platform/app.

* Manage renewals and drive customer retention targets.

* Encourage and track customer referrals.

* Provide timely resolution for escalations and ensure SLA adherence.

* Collaborate with Health Counsellors, Coaches, and Onboarding teams to deliver a holistic customer experience.

* Document customer interactions, track feedback, and share insights with management.

* Maintain professionalism and empathy while handling customer concerns.

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### **Key Performance Indicators (KPIs)**

* Retention rate & renewals achieved.

* Number of referrals converted.

* Escalation resolution within SLA (90%+).

* Positive CX feedback & testimonials.

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### **Requirements**

* Bachelor’s degree in any field.

* 1–3 years of experience in Customer Service / Client Support (preferably in health, fitness, or wellness sector).

* Strong communication skills in English & Hindi (additional regional languages a plus).

* Problem-solving mindset with patience and empathy.

* Ability to multitask and work in a fast-paced environment.

* Familiarity with CRM tools, ticketing systems, or call-dialer systems preferred.

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### **What We Offer**

* Competitive salary + performance-based incentives.

* Opportunity to grow within a fast-scaling health & fitness platform.

* Recognition through **“Customer Champion of the Month”** awards.

* Dynamic and collaborative work environment.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person