Customer support specialist

Role Overview:

The Customer Support Specialist at Loyal Hospitality will be responsible for delivering a seamless and high-quality customer experience by handling customer queries, resolving service-related issues, and coordinating with internal teams to ensure timely resolution. The role plays a critical part in upholding Loyal Hospitality's service standards and brand promise.

Key Responsibilities:

Handle inbound and outbound customer interactions via calls, Whats App, emails, or support platforms. Address customer concerns related to orders, service quality, delivery timelines, billing, and feedback. Resolve complaints efficiently in line with company SOPs and defined turnaround times. Coordinate with operations, kitchen, delivery, and finance teams for issue resolution. Accurately document customer interactions, complaints, and resolutions in CRM systems. Escalate unresolved or critical issues as per the escalation matrix. Ensure adherence to service quality, compliance, and data confidentiality standards. Contribute to improving customer satisfaction, retention, and repeat business.

Eligibility & Skills:

Graduate (depending on role requirement). 0-1 years of experience in customer support, hospitality, food tech, or service industry roles. Strong verbal and written communication skills. Customer-first mindset with strong problem-solving abilities. Ability to handle high-pressure situations and service recovery conversations. Basic computer knowledge; familiarity with CRM or ticketing tools preferred. Willingness to work in rotational shifts, including weekends and holidays, if required.

Preferred Skills:

Prior experience in hospitality, QSR, food delivery, or facility management environments. Multilingual skills (English, Hindi, and regional languages preferred).

Compensation & Benefits:

CTC: Up to 4 LPA

Additional Benefits: Accommodation