Department: Customer Support & Operations

Salary: ₹15,000 per month

Employment Type: Full-Time

Location: Kirti Nagar, New Delhi

Working Days: 6 Days

About this role

We are looking for a Customer Support & Operations Executive who can manage day-to-day support for both Customers and Consultants, coordinate with internal teams and ensure that every issue is resolved quickly and professionally.

About the Role

This is a dual-sided support and operations role.

You will be responsible for:

- Handling customer queries and complaints
- Supporting consultants with operational issues
- Monitoring ongoing sessions
- Handling payment, wallet and recharge-related queries
- Coordinating technical issues with the product/technology team
- Managing escalations
- Following up on pending cases
- Maintaining proper CRM/support records
- Ensuring smooth daily operations on the Vedic Meet platform

Key Responsibilities1. Customer Support

Handle customer queries through

- Phone Calls
- WhatsApp
- Chat
- Email
- Support Tickets

Handle queries related to:
- Login / OTP issues
- Profile-related problems
- Consultant availability
- Chat and call sessions
- Session interruptions
- Recharge and wallet issues
- Payment-related complaints
- Refund requests
- Missed / disconnected sessions
- Consultant-related complaints
- App-related issues
- Report / feedback requests

The executive should understand the issue, provide the correct resolution or coordinate with the relevant team for closure.
1. Consultant Support

Act as the primary operational support person.

Handle issues related to

- Consultant login
- Online / offline status
- Call acceptance or rejection
- Chat sessions
- Session interruptions
- Customer waitlists
- Missed sessions
- Earnings-related queries
- Wallet / payout-related queries
- Reviews and ratings
- Consultant profile issues
- Content upload issues
- Daily question-related queries
- Technical problems during live consultation

Maintain a good relationship with consultants and ensure their operational issues are resolved quickly.
1. Live Session Monitoring

Monitor important live activities on the platform.

Check

- Active calls
- Active chats
- Waiting customers




- Consultant availability
- Missed calls
- Cancelled sessions
- Disconnected sessions
- Consultant no-response cases

Identify unusual situations and immediately coordinate with the relevant team.
1. Escalation Management

Take ownership of escalated customer and consultant complaints.

Examples

- Customer demanding refund
- Consultant complaining about payout
- Call/chat getting disconnected
- Payment deducted but coins not received
- Customer unable to start consultation
- Consultant unable to accept consultation
- Repeated technical issue
- Serious customer complaint
- Abuse / inappropriate behaviour
- Fraud or suspicious activity

Every escalation should be: Received → Logged → Assigned → Followed Up → Resolved → Closed

Maintain proper notes for every important case.

1. Payment & Wallet Support

Handle first-level queries related to:
- Recharge
- Coins
- Wallet balance
- Failed payments
- Payment deducted but recharge not received
- Duplicate transactions
- Refund requests
- Consultation charges
- Consultant earnings
- Payout status

Coordinate with the payment/finance team wherever required.
1. CRM & Ticket Management

Maintain accurate records of:
- Customer complaints
- Consultant complaints
- Payment issues
- Refund cases
- Technical issues
- Escalations
- Pending cases
- Resolved cases

Every important conversation should be properly recorded in the CRM/support system.
1. Internal Coordination

Coordinate with: Customer → Support → Consultant → Product/Tech → Finance → Management

Ensure that no customer or consultant is left waiting without an update.

Follow up internally until the issue is completely resolved.

1. Daily Operations Reporting

Prepare basic daily/weekly reports covering:
- Total customer queries
- Total consultant queries




- Open tickets
- Closed tickets
- Pending escalations
- Refund cases
- Payment issues
- Technical issues
- Average resolution time
- Major recurring complaints

Identify repeated issues and highlight them to management. Key KPIs The candidate will be evaluated on:

Customer Support

- Query Resolution Rate
- First Response Time
- Resolution Time
- Customer Satisfaction
- Escalation Closure Rate

Consultant Support
- Consultant Issue Resolution Time
- Pending Consultant Issues
- Consultant Satisfaction
- Operational Issue Closure

Operations
- Ticket Accuracy
- Follow-up Discipline
- SLA/TAT Adherence
- Number of unresolved cases
- Daily reporting accuracy

Most Important KPI Ownership of the issue until final resolution.

The candidate should not simply forward complaints to another team and forget about them.

Required Skills

- Excellent Hindi & English communication
- Good verbal and written communication
- Strong customer-handling skills
- Calm under pressure
- Good listening skills
- Problem-solving mindset
- Strong follow-up skills
- Basic Excel / Google Sheets knowledge
- Basic CRM knowledge
- Comfortable with WhatsApp and support tools
- Ability to multitask
- Good attention to detail
- Quick learner
- Comfortable working in a startup environment

Preferred Candidate We are looking for someone who is:
- Customer-friendly
- Responsible
- Proactive
- Patient
- Tech-savvy
- Good at coordination
- Comfortable speaking with customers and consultants
- Comfortable handling angry or frustrated users
- Willing to take ownership
- Comfortable working in a fast-paced startup environment

Freshers with excellent communication and problem-solving skills can also apply. Shift & Work Expectations The candidate should be comfortable with:
- 6-day working week
- Rotational support requirements
- High-volume customer queries
- Weekend support when required
- Handling urgent escalations
- Working with multiple internal teams

Salary ₹15,000 per month

Salary will depend on communication skills, experience and overall capability.

Performance-based growth opportunities available.

📌 Customer Support & Operations Executive (New Delhi)
🏢 All India Institute Of Occult Science
📍 New Delhi