Walk-in || Customer Service Executive

Role & responsibilities

• International Customer Support: Interact with global NRI users via inbound/outbound calls, emails, and live chat to resolve account, technical, or profile-related queries.
• Subscription Renewals & Upgrades: Proactively connect with existing premium members nearing their expiration to drive subscription renewals, upsell higher-tier packages, and retain revenue.
• Customer Retention: Identify customer grievances or reasons for cancellation and employ effective communication strategies to turn around dissatisfied users.
• Profile Quality Control & Compliance: Guide international users through the profile verification process, ensuring adherence to Shaadi.com's community guidelines and safety norms.
• Feedback Loop: Collect and document user feedback regarding UI/UX or matchmaking algorithms to share with product and tech teams for continuous platform improvement.

Preferred candidate profile

• Experience: 1-4 years of experience in International Voice Process, Customer Success, Retention, or Upselling (e.g., BPO, E-commerce, or Matrimonial/Dating industries).
• Communication Skills: Exceptional verbal and written English communication skills with a neutral or global accent, capable of building rapport with NRIs.
• Shift Flexibility: Comfort and willingness to work in rotational/international shifts to align with different global time zones (US, UK, Middle East, or Australia).
• Sales Mindset: A strong orientation toward relationship-based selling, objection handling, and meeting monthly renewal targets.
• Tech Savvy: Familiarity with CRM software (like Salesforce or Freshdesk), MS Office, and chat support tools