Customer Support Associate

Location:

Reporting To:

About UniLiv

comfort, convenience, and community

Role Overview

Customer Support Associate

Key Responsibilities

• Resident Support:

  Handle incoming queries (calls, WhatsApp, emails, app tickets) from residents and resolve them within defined SLAs.

• Complaint Management:

  Log, track, and escalate resident complaints to the Operations/Cluster team; follow up until resolution is confirmed.

• Onboarding & Exit Calls:

  Conduct welcome calls/check-ins for new residents and exit calls for vacating residents, ensuring feedback is captured.

• Refund & Payment Support:

  Assist residents in understanding billing, collections, and refund timelines.

• Proactive Communication:

  Send timely updates and reminders to residents regarding policies, payments, events, and property notices.

• Escalation Handling:

  Flag unresolved or sensitive cases to the CX Head within 48 hours.

• Resident Feedback:

  Collect feedback on complaint resolution, services, and overall stay to contribute to NPS & CSAT improvement.

• Cross-Team Coordination:

  Work closely with Operations, Finance, and Community teams to ensure smooth resident experience.

Requirements

• Experience:

  1–3 years in

  customer support / client servicing / hospitality / co-living / co-working

  .

• Skills:

• Excellent spoken & written communication (English + Hindi).
• Empathy, patience, and problem-solving mindset.
• Proficiency in MS Excel/Google Sheets; familiarity with CRM/helpdesk tools is a plus.
• Ability to multitask in a fast-paced environment.

• Personality:

  Presentable, resident-first approach, calm under pressure, and solution-driven.

• Education:

  Graduate in any discipline; hospitality/communication background preferred.

Why Join Us?

• Work at the

  frontline of UniLiv’s Customer Experience function

  .
• Opportunity to

  directly impact resident satisfaction and retention

  .
• Learn and grow in a

  fast-scaling, process-driven environment

  .
• Attractive salary + performance-based incentives.