Key Responsibilities

Manage customer conversations across the entire journeyfrom design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores.

Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics.

Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently.

Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions.

Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships.

Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives.





Meet customers in-studio/store for consultations and occasional site visits to ensure on-ground satisfaction and issue resolution.

Track customer health indicators, identify risks early, and contribute to CSAT/NPS reporting.

Requirements

Bachelor's degree in any field; MBA or relevant certification in Customer Experience/Success is a plus.

1-3 years of experience in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce.

Strong communication skills with proficiency in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management systems.

Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination.

Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel).

Empathy-driven, organized, and resilient in a fast-paced workplace.

📌 Customer Support Executive (Telangana)
🏢 HomeLane
📍 Telangana