Customer Support – Chat + Voice (Work From Home) – Zomato/Blinkit

Zomato and Blinkit are two of India’s most dynamic players in the online food delivery and quick commerce space. Zomato, founded in 2008, has grown into a multi‑billion‑dollar platform connecting millions of users with restaurants across the country. Blinkit, originally known as Grofers, rebranded to focus on ultra‑fast grocery delivery, promising delivery within minutes. Both brands share a common vision of leveraging technology to create seamless, on‑demand experiences for customers, and they continuously invest in building robust customer‑facing operations. Their work‑from‑home model reflects a modern, flexible approach that empowers employees to deliver high‑quality support from anywhere in India. The role of Customer Support – Chat + Voice is designed for freshers as well as experienced candidates who can handle customer queries across multiple channels. As a remote associate, you will be the first point of contact for users facing issues related to orders, payments, refunds, or app navigation. You will engage customers through live chat and voice calls, diagnose problems, provide accurate resolutions, and ensure a pleasant experience that aligns with Zomato/Blinkit’s brand promise. The position follows a 9‑hour shift schedule (8 hours of work plus a 1‑hour break) with rotational weekly offs and includes night‑shift rotations, offering flexibility for candidates seeking non‑traditional work hours. Key Responsibilities: 1. Respond to customer inquiries via chat and voice within defined SLAs. 2. Identify the root cause of issues and provide step‑by‑step resolutions. 3. Escalate complex cases to senior support or technical teams when necessary. 4. Maintain detailed logs of interactions in the CRM system. 5. Keep up‑to‑date with product updates, policies, and promotional offers. 6. Achieve daily and weekly performance metrics such as CSAT, AHT, and resolution rate. 7. Participate in regular training sessions to improve product knowledge and communication skills. 8. Provide feedback to product and operations teams based on recurring customer pain points. 9. Ensure compliance with data privacy and security guidelines. 10. Contribute to a positive team environment through knowledge sharing and mentorship. Tech Stack & Tools: The role primarily uses cloud‑based CRM platforms (e.g., Freshdesk, Zendesk), VoIP telephony solutions, and internal knowledge‑base tools. Basic proficiency with Microsoft Office or Google Workspace is essential. Familiarity with ticketing systems, chat widgets, and CRM analytics will help you excel. Growth Path: Starting as a Customer Support Associate, high performers can progress to Senior Associate, Team Lead, Operations Manager, or specialize in Quality Assurance and Training. The company encourages internal mobility and offers regular upskilling programs. Why Join Zomato/Blinkit? You will be part of a fast‑growing ecosystem that values customer obsession, innovation, and employee empowerment. The remote setup offers work‑life balance, while the rotational shift model provides exposure to diverse customer segments. Competitive CTC, performance‑linked bonuses, and comprehensive benefits make this an attractive opportunity for fresh graduates and experienced professionals alike.