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, 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.

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 4.2 - 4.5 LPA