Customer Success Associate

Startek (Aegis Customer Support Services Pvt. Ltd.) is a global business process outsourcing (BPO) leader that partners with top brands to deliver end‑to‑end customer experience solutions. With a presence in more than 20 countries, Startek combines technology, analytics and a people‑first culture to help clients like Zomato, Uber, and Amazon scale their support operations.

The company prides itself on a high‑energy work environment, continuous learning programs, and clear career pathways for fresh talent.

The Zomato Blended Process role is a Customer Success Associate position where you will be the voice and chat representative for Zomato’s millions of users across India. Working from a remote setup with a stable Wi‑Fi connection and a personal laptop, you will handle inbound calls and live‑chat queries, ensuring that every customer interaction ends with a satisfactory resolution. This role is ideal for recent graduates who are fluent in both Hindi and English, possess basic computer literacy, and are eager to start a career in customer experience.

Key Responsibilities

• Answer inbound voice calls and live‑chat messages from Zomato customers.
• Resolve order‑related issues such as delivery delays, cancellations, refunds, and payment problems.
• Provide accurate information about restaurant listings, menu items, and promotional offers.
• Document each interaction in the CRM system following company guidelines.
• Meet or exceed predefined KPIs including Average Handling Time, First Call Resolution, and Customer Satisfaction Score.
• Escalate complex or unresolved issues to the appropriate higher‑level team.
• Adhere to quality standards, data privacy policies, and compliance requirements.
• Participate in regular training sessions and performance feedback loops.
• Contribute ideas for process improvement and share best practices with peers.
• Maintain a professional and empathetic tone throughout all customer engagements.

Tech Stack & Tools: The role primarily uses Startek’s proprietary ticketing platform, Zomato’s order management dashboard, Microsoft Teams for internal communication, and basic office tools like MS Office and Google Workspace. No advanced programming knowledge is required, but familiarity with CRM software and typing speed of at least 30 WPM is advantageous.

Growth Path: Starting as a Customer Success Associate, high performers can progress to Senior Associate, Team Lead, Operations Manager, or specialize in Quality Assurance and Training. Startek offers regular upskilling workshops, certifications, and internal mobility across its global delivery centers.

Why Join Startek? The company offers a quarterly performance‑based bonus, statutory benefits such as PF and ESIC, and the chance to work with a globally recognized brand like Zomato. The rotational shift model provides exposure to different time zones and customer segments, building a robust skill set that is highly valued in the BPO industry.

Moreover, Startek’s no‑fee recruitment policy ensures a transparent hiring experience.