Senior Customer Support

Job Description – Senior Customer Support Executive

Company: PropertyAngel Management Pvt. Ltd.
Location: Bengaluru, Koramangala
Employment Type: Full-time | Permanent
Industry: Property Management / Real Estate Services
Work Mode: Work from Office
Working Days: Monday to Saturday
Salary: ₹30,000 – ₹35,000 per month
Experience: 4–5 years

About PropertyAngel

PropertyAngel is a leading proptech company and one of Bangalore’s top O2O second-landlord platforms, specializing in housing asset management services.

With ₹2,500+ crores of assets under management, a 95%+ occupancy rate, and 100% on-time rent distribution, PropertyAngel provides end-to-end property management services to property owners and tenants, including tenant management, rent collection, property maintenance, inspections, and customer support.

Role Overview

We are looking for an experienced and customer-focused Senior Customer Support Executive to join our growing Customer Support team.

The ideal candidate should have strong communication and customer-handling skills, along with proven experience in managing customer queries, complaints, and escalations.

The candidate will be responsible for handling property owners and tenants, ensuring timely resolution of issues, coordinating with internal teams, and maintaining a high level of customer satisfaction.

Key Responsibilities

1. Customer Support

• Handle customer queries and requests through calls, emails, WhatsApp, Freshdesk, and other support channels.

• Provide accurate, professional, and timely responses to customers.

• Understand customer concerns and provide appropriate solutions.

• Maintain clear ownership of customer requests until final resolution.

• Ensure all customer interactions are properly documented.

2. Escalation Management

• Handle complex customer complaints and escalations professionally.

• Investigate issues and identify the root cause before providing a resolution.

• Coordinate with Operations, Accounts, Maintenance, Leasing, and other internal teams.

• Provide regular updates to customers until the issue is completely resolved.

• Escalate critical or high-priority matters to the reporting manager when required.

3. Customer Relationship Management

• Build and maintain strong relationships with property owners and tenants.

• Ensure customers receive a positive and consistent support experience.

• Handle difficult or dissatisfied customers with patience and professionalism.

• Proactively follow up on pending issues.

• Identify recurring customer concerns and highlight them to management.

4. Internal Coordination

• Coordinate effectively with different departments to resolve customer issues.

• Follow up with internal teams to ensure requests are completed within the required timeline.

• Ensure accurate and consistent information is communicated to customers.

• Identify gaps in internal coordination and suggest improvements.

5. Ticket & Process Management

• Manage customer tickets through Freshdesk or similar ticketing platforms.

• Monitor open, pending, and overdue tickets.

• Ensure tickets are updated with proper notes, follow-ups, and resolution details.

• Follow defined SLAs and company processes.

• Maintain accurate customer records and communication history.

6. Reporting & Improvement

• Track customer complaints, escalations, and pending issues.

• Identify recurring problems and communicate them to the management team.

• Suggest process improvements to improve customer experience.

• Support the team in maintaining service quality and turnaround time.

• Assist in preparing regular customer-support reports when required.

7. Team Support

• Support and guide junior customer-support executives when required.

• Help new team members understand customer-support processes and service standards.

• Share knowledge and best practices with the team.

• Take ownership of important or escalated customer cases.

Key Performance Indicators

• First-response time

• Resolution time

• SLA adherence

• Number of pending and ageing tickets

• Customer satisfaction

• Number of escalations

• Ticket documentation quality

• Follow-up and closure rate

• Reduction in recurring complaints

• Customer communication quality

Required Qualifications & Experience

• Graduate degree in any discipline.

• 4–5 years of experience in Customer Support, Customer Service, Customer Success, Relationship Management, or a similar role.

• Strong experience in handling customer complaints and escalations.

• Experience working with CRM or ticketing platforms such as Freshdesk, Zoho Desk, Zendesk, or similar tools is preferred.

• Experience in property management, real estate, hospitality, banking, or another service-oriented industry will be an advantage.

Skills & Competencies

• Excellent verbal and written communication skills.

• Fluency in English and Hindi is mandatory.

• Strong customer-handling and relationship-management skills.

• Excellent problem-solving and conflict-resolution abilities.

• Ability to handle difficult customers calmly and professionally.

• Strong follow-up and coordination skills.

• Good attention to detail and documentation.

• Ability to multitask and manage multiple customer issues simultaneously.

• Strong ownership and accountability.

• Ability to work effectively with cross-functional teams.

Ideal Candidate Profile

We are looking for someone who takes complete ownership of customer issues and ensures that every concern is followed up until closure.

The ideal candidate should be empathetic, solution-oriented, proactive, and confident in handling customer escalations. They should be able to balance customer expectations with company processes while maintaining a professional and positive customer experience.

Work Details

Location: Koramangala, Bengaluru
Employment Type: Full-time | Permanent
Work Mode: Work from Office
Working Days: Monday to Saturday
Experience: 4–5 years
Salary: ₹30,000 – ₹35,000 per month

Benefits

• Cell phone reimbursement

• Health insurance

• Life insurance

• Provident Fund

• Career growth opportunities

• Supportive work environment

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.