Job Description

- Customer Service / Support Executive

Location: [Gurgoan}

Department: Services & Support

Reporting To: Service/SupportManager

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About Health Click Away (HCA)

Health Click Away is a complete health & fitness solution platform offering expert guidance from certified fitness, yoga, and nutrition coaches. We are committed to transforming lifestyles through sustainable health solutions and an exceptional customer experience.

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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.

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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.
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Key Performance Indicators (KPIs)

Retention rate & renewals achieved.
Number of referrals converted.
Escalation resolution within SLA (90%+).
Positive CX feedback & testimonials.
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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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What We Offer

Competitive salary + performance-based incentives.
Opportunity to grow within a fast-scaling health & fitness platform.
Recognition through "Customer Champion of the Month"awards.
Dynamic and collaborative work environment.
Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person