About The Role

This is not a typical call-centre role. At Heads Up For Tails, you will not simply answer calls, follow scripts and close tickets. You will speak to people who deeply love their pets.

Their question may be about a delayed order, a refund, an exchange or a product. But behind that question could be worry about a pet running out of food, discomfort from something that does not fit, or disappointment after an experience went wrong.

Your role is to understand what really matters, help resolve it and make the pet parent feel that someone at HUFT genuinely cares about what happens next.

We are looking for exceptional people who can bring warmth, clarity, empathy and ownership to every customer interaction.

What You Will Do

• Customer Conversations
• Speak with pet parents across calls, chat and WhatsApp.
• Listen carefully and understand the concern behind the question.
• Resolve customer issues accurately, clearly and efficiently.
• Ownership & Follow-Through
• Take ownership until the customer has a clear answer or next step.




• Communicate honestly when an immediate solution is not possible.
• Keep customers updated so they do not have to repeatedly follow up.
• Judgment & Care
• Handle difficult or emotional conversations with patience and maturity.
• Recognise when a pet's comfort, safety or wellbeing may be involved.
• Recommend what is right for the pet within HUFT's approved guidance.
• Documentation & Continuous Learning
• Maintain clear and complete records of conversations and commitments.
• Share recurring customer concerns with the relevant teams.
• Learn continuously through call reviews, feedback and coaching.

What Exceptional Care Looks Like At HUFT

• Listening before responding.
• Acknowledging the customer's specific concern instead of using a standard apology.
• Bringing the pet into the conversation naturally when relevant.
• Speaking warmly without sounding scripted or overly familiar.
• Giving transparent next steps, ownership and tim

📌 Pet Parent Relationship Associate (Gurugram)
🏢 Heads Up For Tails
📍 Gurugram