Job Description

Customer Support Associate (CSA) -- CX Operations (Female Candidates Only)

Location:

Delhi NCR (In-office / On-site)

Reporting:

Head - Customer Experience (CX)

Employment Type:

Full-time

Experience:

0-3 years (freshers with strong communication & execution mindset encouraged)

Compensation:

As per market + performance-linked incentives

Joining:

Immediate

Role Charter

Own day-to-day

resident support operations

for

UniLiv

, ensuring

fast resolution, zero backlog, and high-quality customer experience

across properties.

This is an

execution-first CX role

. You are expected to

close tickets, not just respond

, follow process rigorously, and maintain service quality under high volume and tight SLAs.

This role is open to female candidates in line with team composition and operational requirements.

What You Will Own (End-to-End)1) Resident Support & Ticket Resolution

Handle resident queries, complaints, and requests across calls, WhatsApp, CRM, and email. Ensure

timely resolution

of tickets within defined SLAs. Own tickets from

creation to closure

--no handoffs without accountability. Follow escalation matrix for unresolved or critical issues.

2) SLA, TAT & Backlog Management

Maintain

zero ticket backlog

beyond SLA timelines. Track TAT, reopen rate, and resolution quality daily. Proactively flag delays, dependencies, or operational bottlenecks. Ensure accurate ticket notes and clean closure reasons.

3) Coordination with On-Ground Teams

Coordinate with Operations, Housekeeping, Security, Maintenance, and Property Managers. Act as the communication bridge between residents and on-ground teams. Follow up relentlessly until resolution is confirmed.

4) CX Quality & Process Adherence

Follow SOPs, scripts, and escalation protocols strictly. Maintain polite, professional, and solution-oriented communication at all times. Capture feedback, identify recurring issues, and share insights with CX leadership. Support audits, reviews, and CX performance reporting.

KRAs / KPIs (How Success Is Measured)

Resolution Performance

SLA adherence as per benchmarks. High first-time resolution rate.

Quality

Low reopen rate. Accurate tagging and documentation.

Customer Experience

Positive resident feedback and ratings. Controlled escalations.

Discipline & Ownership

Zero unmanaged backlog. Clear ownership till final closure.

Must-Have Skills (Non-Negotiable)

Strong verbal and written communication (

English mandatory; Hindi preferred

). Ability to handle high-volume resident interactions calmly and professionally. Willingness to work with CRM / ticketing tools. High ownership mindset--

you close issues, not forward them

. Comfortable working in shifts / weekends if required.

Strongly Preferred

Prior experience in customer support, CX, call center, or service operations. Exposure to hospitality, co-living, PG, real estate, or student housing. Familiarity with SLA, TAT, and escalation handling.

What Makes This Role Different

Direct impact on resident satisfaction and retention. Structured CX processes with clear ownership. Strong growth exposure in operations-led customer experience.

How to Apply

Email your resume with

4-5 lines

covering:

Your customer support or service experience. Channels handled (calls, WhatsApp, CRM, etc.). Why you want to work in a CX role at UniLiv.

Email:

satyam@uniliv.in / manleen@uniliv.in

Subject:

Application -- Customer Support Associate (Female) -- [Your Name]

Job Type: Full-time

Pay: ?25,000.00 - ?40,000.00 per month

Application Question(s):

Are you a female candidate and comfortable applying for this role? Are you comfortable working In-office / On-site in Delhi NCR? Are you comfortable working in rotational shifts / weekends if required? Do you have good spoken English communication skills? Are you comfortable handling high call and ticket volumes daily? Have you previously handled customer support or service-related roles (calls, WhatsApp, email, CRM)? Are you familiar with ticketing systems / CRM tools (or confident learning quickly)?
Work Location: In person