Customer Support Associate

Designation: Customer Support Associate Location: Sector 127, Noida Employment Type: Full-Time | Work From Office | 6 Days/Week Experience: 1-3 Years Salary Budget: 25,000 - 35,000 per month Joining: Immediate Department: Customer Experience Reporting To: Customer Experience Head About the Role UniLiv is looking for a highly professional, articulate, and customer-focused Customer Support Associate to be the first point of contact for our residents and customers. The ideal candidate should have fluent English, excellent communication and interpersonal skills, a customer-first mindset, and strong ownership . You should be comfortable interacting with customers across calls, WhatsApp, email, and other communication channels while ensuring every interaction is handled with professionalism, empathy, and efficiency. This role requires someone who can understand customer concerns quickly, coordinate effectively with internal teams, and ensure that every issue is followed through to resolution. Key Responsibilities 1. Customer Support & Communication Act as the primary point of contact for customer and resident queries. Handle customer interactions professionally through calls, WhatsApp, email, and other support channels . Understand customer requirements and provide clear, accurate, and timely responses. Maintain a calm, empathetic, and solution-oriented approach during every interaction. Ensure customers receive regular updates until their concerns are resolved. 2. Complaint & Issue Resolution Take complete ownership of customer complaints and service-related issues. Coordinate with Operations, Maintenance, Housekeeping, Sales, and other internal teams for timely resolution. Track open issues and proactively follow up until closure. Handle escalations professionally and ensure concerns are addressed within defined timelines. Identify recurring issues and communicate them to the relevant teams for corrective action. 3. Customer Experience Deliver a consistently high-quality customer experience across all touchpoints. Proactively engage with customers wherever required to understand and resolve their concerns. Maintain a professional and positive tone, even in challenging customer situations. Collect and document customer feedback and identify opportunities to improve service quality. Ensure every customer interaction reflects UniLiv's service standards. 4. Internal Coordination Work closely with cross-functional teams to resolve customer and resident concerns. Ensure accurate communication of customer requirements to the concerned teams. Maintain proper records of customer interactions, complaints, follow-ups, and resolutions. Ensure pending requests are regularly tracked and closed within the expected timelines. Support the team during high-volume periods and urgent operational situations. 5. Process & Reporting Maintain accurate customer support records and daily trackers. Monitor pending queries, response timelines, and resolution status. Follow defined SOPs and customer service processes. Share recurring customer concerns and operational feedback with the management team. Contribute towards improving customer support processes and response quality. Required Skills & Competencies Fluent in English – Mandatory Excellent verbal and written communication skills Strong interpersonal and customer-handling skills Excellent communicator with a confident and professional personality Strong listening and problem-solving abilities. High level of empathy, patience, and emotional intelligence. Strong ownership and follow-up skills. Ability to handle difficult conversations calmly and professionally. Ability to multitask and manage multiple customer requests simultaneously. Strong coordination skills with the ability to work across teams. Good working knowledge of Google Workspace / MS Excel. Experience with CRM or ticketing tools will be an added advantage. Candidate Requirements 1-3 years of experience in Customer Support, Customer Experience, Hospitality, Operations, Front Office, or a similar customer-facing role . Prior experience in a startup, hospitality, co-living, real estate, or service-oriented organization will be preferred. Strong spoken English and professional communication skills are essential. Should be confident interacting with customers over phone and written channels. Should have a professional appearance, positive attitude, and customer-first approach. Should be comfortable working in a fast-paced environment with changing priorities. Must be comfortable with Work From Office and a 6-day working week . Candidates with strong customer-handling and escalation-management experience will be strongly preferred. What We Are Looking For We are looking for someone who understands that great customer support is not just about answering queries — it is about creating trust and solving problems. The ideal candidate will be articulate, confident, empathetic, proactive, and solution-oriented . You should be someone who communicates clearly, takes ownership of customer concerns, follows through on commitments, and works closely with internal teams to deliver the right experience. If you are someone who enjoys interacting with people, solving problems, and creating a positive customer experience, we'd love to hear from you. Compensation Salary: 25,000 - 35,000 per month Compensation will be based on relevant experience, communication skills, customer-handling ability, and interview performance. If you’re looking for something above our budget, please ignore this post. Thanks!