Customer Support Executive

ANI LIVING SPACES

JOB DESCRIPTION : CUSTOMER SUPPORT EXECUTIVE

Location

Bengaluru, Karnataka

Department

Customer Support / Operations

Employment Type

Full-Time

Reports To

Customer Support Manager / Operations Manager

Preferred Languages: English, Hindi, Kannada, Malayalam, Tamil

1. About ANI Living Spaces

ANI Living Spaces is a professionally managed service apartment and living-space business focused on providing comfortable, reliable, and convenient accommodation experiences for short-term and long-term guests.

2. Job Summary

The Customer Support Executive will be the primary point of contact for guests and residents for enquiries, bookings, requests, complaints, and service-related issues. The role requires excellent communication skills, a customer-first attitude, good follow-up discipline, and the ability to coordinate with housekeeping, maintenance, front office, and management teams.

3. Key Responsibilities

• Handle customer enquiries through phone calls, WhatsApp, email, and other communication channels.
• Respond to customer requests promptly and professionally.
• Provide information regarding rooms/flats, availability, facilities, services, check-in/check-out procedures, and house rules.
• Assist customers with booking enquiries, modifications, extensions, and cancellations.
• Receive and record customer complaints and service requests.
• Coordinate with housekeeping, maintenance, security, and operations teams for timely resolution.
• Track pending complaints until closure and escalate unresolved or serious issues to the appropriate manager.
• Maintain accurate customer and booking information in company systems.
• Collect customer feedback and support initiatives to improve guest satisfaction and retention.
• Maintain proper records of customer requests, actions taken, and resolution status.

4. Daily Responsibilities

• Monitor customer calls, WhatsApp messages, emails, and support requests.
• Respond to new enquiries within the company's defined response time.
• Update customer requests in the CRM/property-management system as applicable.
• Follow up on open service requests and coordinate with operations teams.
• Maintain daily customer-support reports.
• Escalate urgent complaints immediately.
• Ensure all customer requests are closed with proper documentation.

5. Required Skills

• Excellent verbal and written communication skills.
• Good English communication is required; Kannada/Hindi will be an advantage.
• Strong customer-service orientation, patience, and problem-solving ability.
• Ability to handle difficult customers calmly and professionally.
• Good coordination, multitasking, and follow-up skills.
• Basic computer knowledge and familiarity with WhatsApp, email, Excel/Google Sheets, and CRM/property-management software.

6. Preferred Qualifications & Experience

• Graduate or equivalent qualification.
• 0-1 years of experience in customer service, hospitality, service apartments, hotels, property management, BPO, or a similar customer-facing role.
• Freshers with excellent communication skills may also be considered.

7. Key Performance Indicators (KPIs)

• Customer response time.
• Customer complaint resolution time.
• Percentage of complaints closed within the defined SLA.
• Customer satisfaction and feedback.
• Accuracy of booking and customer information.
• Follow-up discipline and number of unresolved/pending issues.
• Quality of communication and coordination with internal teams.

8. Working Conditions

• Full-time position.
• Willingness to work in shifts, weekends, and public holidays as required by business operations.
• May be required to handle urgent customer issues outside normal working hours depending on operational requirements.

9. Personal Attributes

• Customer-focused, patient, polite, responsible, and dependable.
• Positive and solution-oriented.
• Well-organized and a good listener.
• Comfortable working with multiple teams.
• Able to take ownership of customer issues until resolution.

10. Additional Benefits

• Performance incentives
• Lunch Facility
• Health Insurance
• Attendance incentives
• Employee benefits as per company policy
• Career growth opportunities
• Training and development