Startek (Aegis Customer Support Services Pvt. Ltd.) is a leading Business Process Management (BPM) and BPO organization in India, known for delivering end‑to‑end customer experience solutions to global brands. With a workforce of over 30,000 professionals across multiple locations, Startek has built a reputation for robust training programs, a technology‑first approach, and a culture that encourages continuous learning. The company partners with high‑profile clients such as Zomato, leveraging its expertise in voice and digital channels to provide seamless support to millions of users. This partnership enables Startek to offer fresh talent a unique entry point into the fast‑growing food‑tech ecosystem while benefitting from Startek’s structured career pathways. The Zomato Apprentice role is a work‑from‑home (WFH) position designed for freshers as well as candidates with up to one year of experience. As a Customer Support Executive handling both chat and voice interactions, you will be the first point of contact for Zomato’s customers, helping them resolve queries related to orders, payments, refunds, and app navigation. The role offers a rotational 9‑hour shift schedule, including night shifts, and provides a hands‑on learning environment with on‑the‑job training, performance coaching, and exposure to industry‑standard tools. Key responsibilities include: 1. Respond to customer queries on Zomato’s chat platform with empathy and accuracy. 2. Manage inbound and outbound voice calls, ensuring compliance with service level agreements. 3. Diagnose and troubleshoot order‑related issues, processing refunds or escalations as needed. 4. Maintain detailed logs of interactions in the CRM system for future reference. 5. Achieve daily and weekly performance metrics such as average handling time, first‑contact resolution, and customer satisfaction scores. 6. Participate in regular training sessions on product updates, communication skills, and conflict resolution. 7. Collaborate with cross‑functional teams (logistics, payments, tech) to resolve complex cases. 8. Provide feedback on recurring issues to help improve Zomato’s product and service. 9. Adhere to data privacy and security guidelines while handling sensitive customer information. 10. Contribute to team knowledge bases by documenting best practices and solutions. The tech stack primarily involves Zomato’s proprietary chat tool, VoIP telephony platforms, and Startek’s CRM (such as Salesforce or Freshdesk). Familiarity with basic computer operations, MS Office, and internet navigation is essential. The apprenticeship is a stepping stone to a full‑time Customer Success Associate role, with clear growth paths to Senior Associate, Team Lead, and Operations Manager positions based on performance and tenure. Why join? You get to work with two industry leaders—Startek’s structured BPO environment and Zomato’s dynamic food‑tech brand—while enjoying the flexibility of a remote setup. The role offers a competitive entry‑level salary, comprehensive training, and a clear career ladder, making it an ideal launchpad for a long‑term career in customer experience and operations.