Customer Support Specialist

Loyal Hospitality Pvt. Ltd.

About the Role

The Customer Support Specialist at Loyal Hospitality will deliver a seamless and high-quality customer experience by handling customer queries, resolving service-related issues, and coordinating with internal teams for timely resolution. This role is critical in upholding Loyal Hospitality’s service standards and brand promise.

Key Responsibilities

• Handle inbound and outbound customer interactions via calls, WhatsApp, 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.

Requirements & Tech Stack

• Graduate.
• 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

• CTC: Up to 4.2 - 4.5 LPA