Customer Service Support Executive

## Customer Service Support Executive – Atmann & Your Pandit Ji

Company: Atmann App Private Limited

Position: Customer Service Support Executive

Department: Customer Support / Operations

Experience: 0–2 Years

Salary: ₹1.20–1.80 LPA

Employment Type: Full-Time

Work Location: Indore

Reports To: Operations Manager / Business Head

### About Atmann App Private Limited

Atmann App Private Limited operates technology-enabled platforms focused on **wellness, healing and spiritual services**.

Our platforms include:

* **Atmann** – a wellness and healing platform connecting users with healers and practitioners.

* **Your Pandit Ji** – a spiritual services platform connecting customers with Pandits for religious and spiritual services.

We are looking for a **Customer Service Support Executive** who can provide a smooth and positive experience to customers across both platforms.

---

## Role Summary

The Customer Service Support Executive will be responsible for handling customer queries, assisting users with bookings and payments, coordinating with healers/Pandits, resolving basic platform issues and ensuring timely follow-up until customer issues are closed.

This is an ideal opportunity for a **fresher or candidate with 0–2 years of experience** who has good communication skills and wants to build a career in startup operations and customer experience.

---

## Key Responsibilities

### 1. Customer Support

Handle customer queries through:

* WhatsApp

* Phone calls

* Email

* In-app/platform support

Assist customers with:

* Registration and login

* OTP-related issues

* Profile-related queries

* Finding services/healers/Pandits

* Booking sessions/services

* Payment-related queries

* Cancellation and rescheduling

* Refund-related queries

* Booking confirmation

* General platform-related questions

---

### 2. Booking Support

* Monitor customer bookings.

* Confirm booking details when required.

* Coordinate with healers/Pandits regarding bookings.

* Help customers with rescheduling and cancellation requests.

* Follow up on incomplete or failed bookings.

* Ensure customers receive appropriate booking confirmations.

* Escalate booking conflicts to the operations team.

---

### 3. Payment Support

Assist customers with basic payment-related issues such as:

* Payment failed

* Payment deducted but booking not confirmed

* Payment status clarification

* Refund status

* Transaction-related queries

Coordinate with the Operations/Finance/Technology team for issues requiring further investigation.

**Note:** The candidate will not independently authorize refunds or financial adjustments.

---

### 4. Healer & Pandit Coordination

For **Atmann**:

* Coordinate with healers regarding customer sessions.

* Help resolve basic scheduling and booking issues.

* Follow up regarding session availability.

For **Your Pandit Ji**:

* Coordinate with Pandits regarding customer bookings.

* Confirm service availability.

* Assist with rescheduling and service-related coordination.

---

### 5. WhatsApp / SMS / Email Support

Monitor and respond to customer communication through approved channels.

Assist with issues related to:

* OTP

* Booking confirmation

* Session reminders

* Payment notifications

* Cancellation notifications

* WhatsApp messages

* SMS

* Email communication

Escalate technical notification failures to the technology team.

---

### 6. Basic Platform Testing

The candidate will also perform basic testing from a **customer's perspective**.

Test areas may include:

**Login → OTP → Browse → Booking → Payment → Confirmation → Notification**

The candidate should report any issue found with:

* Platform name

* Screen/page

* Issue description

* Steps followed

* Screenshot/video, wherever possible

---

### 7. Complaint & Issue Management

* Record customer complaints accurately.

* Assign appropriate priority.

* Escalate technical or operational issues.

* Follow up with the concerned team.

* Keep the customer informed.

* Confirm resolution before closing the complaint.

The focus should be on **first-time resolution wherever possible**.

---

## Required Skills

### Must Have

* Good verbal and written communication

* Hindi + English communication ability

* Customer-friendly attitude

* Basic computer knowledge

* Basic MS Excel / Google Sheets knowledge

* Good listening skills

* Patience and empathy

* Problem-solving ability

* Good follow-up discipline

* Ability to learn new applications quickly

### Good to Have

* Customer service experience

* BPO / Call Centre experience

* E-commerce experience

* Startup experience

* Experience with WhatsApp Business

* Experience with CRM/helpdesk tools

* Experience with online booking/payment platforms

**Technical/coding knowledge is not required.**

---

## Ideal Candidate

We are looking for someone who is:

* Polite and professional with customers.

* Patient when handling difficult situations.

* Comfortable speaking on the phone.

* Comfortable communicating through WhatsApp.

* Quick to learn technology platforms.

* Responsible for following up until an issue is resolved.

* Comfortable working in a startup environment.

* Willing to take ownership rather than simply forwarding complaints.

---

## Performance Metrics / KPIs

The candidate will be evaluated on:

1. Customer response time

2. Customer issue resolution time

3. Customer satisfaction

4. First-response quality

5. Booking support accuracy

6. Follow-up discipline

7. Complaint closure rate

8. Accuracy of customer records

9. Escalation of critical issues

10. Professional communication

---

## Education & Experience

**Qualification:** Graduate in any discipline.

**Experience:** 0–2 years.

Freshers are welcome to apply.

Candidates with experience in **customer support, BPO, e-commerce, hospitality, healthcare, wellness, online platforms or startup operations** will be preferred.

---

## Salary

**₹1.20 LPA – ₹1.80 LPA**

Final compensation will depend on skills, communication ability and relevant experience.

---

## Career Opportunity

The selected candidate will have an opportunity to grow into roles such as:

**Customer Support Executive → Senior Customer Support Executive → Customer Success Executive → Customer Operations Executive → Customer Operations Manager**

---

## Core Objective

**Make every customer interaction simple, helpful and trustworthy.**

The Customer Service Support Executive will be an important part of ensuring that customers can successfully:

**Discover → Book → Pay → Receive Confirmation → Complete their Service → Get Support**

across both **Atmann and Your Pandit Ji**.

Pay: ₹120,000.00 - ₹180,000.00 per year

Work Location: In person