Customer Service

1 day ago

Gurugram, India Health Click Away Full time

Company Description

Powered by Artificial Intelligence, Health Click Away is the 'smartest' health and fitness app on iOS. It tracks your calories and helps you lose weight, while also learning your activities and meal patterns to suggest lifestyle changes for lifelong fitness. The app provides a unique and tailored experience by considering your lifestyle challenges, food preferences, and other key information, making it more interactive and personalized.

Role Description

This is a full-time on-site role for a Customer Service /Support Executive position located in Gurugram. The individual in this role will be responsible for providing exceptional customer support, ensuring customer satisfaction, maintaining phone etiquette, and delivering excellent customer service. On a day-to-day basis, tasks will include handling customer inquiries, resolving issues, enhancing the customer experience, and supporting sales initiatives.


Role Overview

We are looking for a proactive **Customer Service / Support Executive** to ensure seamless customer experience across our platform. The role involves managing client queries, ensuring high retention, supporting referrals, resolving escalations, and maintaining long-term customer satisfaction.

Key Responsibilities

* Handle inbound and outbound customer queries via calls, chats, and emails.

* Ensure smooth onboarding of customers and guide them in using the HCA platform/app.

* Manage renewals and drive customer retention targets.

* Encourage and track customer referrals.

* Provide timely resolution for escalations and ensure SLA adherence.

* Collaborate with Health Counsellors, Coaches, and Onboarding teams to deliver a holistic customer experience.

* Document customer interactions, track feedback, and share insights with management.

* Maintain professionalism and empathy while handling customer concerns.

Key Performance Indicators (KPIs)**

* Retention rate & renewals achieved.

* Number of referrals converted.

* Escalation resolution within SLA (90%+).

* Positive CX feedback & testimonials.

Requirements

* Bachelor's degree in any field.

* 1–3 years of experience in Customer Service / Client Support (preferably in health, fitness, or wellness sector).

* Strong communication skills in English & Hindi (additional regional languages a plus).

* Problem-solving mindset with patience and empathy.

* Ability to multitask and work in a fast-paced environment.

* Familiarity with CRM tools, ticketing systems, or call-dialer systems preferred.

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