ANI LIVING SPACES

: CUSTOMER SUPPORT EXECUTIVE

Location

Bengaluru, Karnataka

Department

Customer Support / Operations

Employment Type

Full-Time

Reports To

Customer Support Manager / Operations Manager

1. About ANI Living Spaces

ANI Living Spaces is a professionally managed service apartment and living-space business focused on providing comfortable, reliable, and convenient accommodation experiences for short-term and long-term guests.

2. Job Summary The Customer Support Executive will be the primary point of contact for guests and residents for enquiries, bookings, requests, complaints, and service-related issues. The role requires excellent communication skills, a customer-first attitude, good follow-up discipline, and the ability to coordinate with housekeeping, maintenance, front office, and management teams.

3. Key Responsibilities

- Handle customer enquiries through phone calls, WhatsApp, email, and other communication channels.
- Respond to customer requests promptly and professionally.
- Provide information regarding rooms/flats, availability, facilities, services, check-in/check-out procedures, and house rules.
- Assist customers with booking enquiries, modifications, extensions, and cancellations.
- Receive and record customer complaints and service requests.
- Coordinate with housekeeping, maintenance, security, and operations teams for timely resolution.
- Track pending complaints until closure and escalate unresolved or serious issues to the appropriate manager.
- Maintain accurate customer and booking information in company systems.
- Collect customer feedback and support initiatives to improve guest satisfaction and retention.
- Maintain proper records of customer requests, actions taken, and resolution status.

4. Daily Responsibilities

- Monitor customer calls, WhatsApp messages, emails, and support requests.
- Respond to new enquiries within the company's defined response time.
- Update customer requests in the CRM/property-management system as applicable.




- Follow up on open service requests and coordinate with operations teams.
- Maintain daily customer-support reports.
- Escalate urgent complaints immediately.
- Ensure all customer requests are closed with proper documentation.

5. Required Skills

- Excellent verbal and written communication skills.
- Valuable English communication is required; Kannada/Hindi will be an advantage.
- Strong customer-service orientation, patience, and problem-solving ability.
- Ability to handle difficult customers calmly and professionally.
- Good coordination, multitasking, and follow-up skills.
- Basic computer knowledge and familiarity with WhatsApp, email, Excel/Google Sheets, and CRM/property-management software.

6. Preferred Qualifications & Experience

- Graduate or equivalent qualification.
- 0-1 years of experience in customer service, hospitality, service apartments, hotels, property management, BPO, or a similar customer-facing role.
- Freshers with excellent communication skills may also be considered.

7. Key Performance Indicators (KPIs)

- Customer response time.
- Customer complaint resolution time.
- Percentage of complaints closed within the defined SLA.
- Customer satisfaction and feedback.
- Accuracy of booking and customer information.
- Follow-up discipline and number of unresolved/pending issues.
- Quality of communication and coordination with internal teams.

8. Working Conditions

- Full-time position.
- Willingness to work in shifts, weekends, and public holidays as required by business operations.
- May be required to handle urgent customer issues outside normal working hours depending on operational requirements.

9. Personal Attributes

- Customer-focused, patient, polite, responsible, and dependable.
- Positive and solution-oriented.
- Well-organized and a good listener.
- Comfortable working with multiple teams.
- Able to take ownership of customer issues until resolution.

10. Additional Benefits

- Performance incentives
- Lunch Facility
- Health Insurance
- Attendance incentives
- Employee benefits as per company policy
- Career growth opportunities
- Training and development

📌 Customer Support Executive (Bengaluru)
🏢 ANI Living Spaces
📍 Bengaluru