Zomato Customer Hotline Response Specialist

Job Description

Job Summary

Zomato is seeking a dedicated and customer-focused Customer Hotline Response Specialist to join our support team. In this role, you will serve as the first point of contact for customers, restaurant partners, and delivery executives who require real-time assistance. The ideal candidate is proactive, calm under pressure, and skilled at resolving concerns quickly and professionally. You will help maintain Zomato’s reputation for delivering exceptional customer experiences while supporting the smooth functioning of daily operations.

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Key Responsibilities

• Respond to inbound customer hotline calls promptly and courteously.


• Provide accurate information regarding orders, delivery timelines, refunds, and platform usage.


• Handle escalations involving delayed orders, missing items, wrong deliveries, or payment issues.


• Collaborate with delivery partners and restaurant teams to resolve issues in real time.


• Record customer queries and resolutions in the system to maintain updated case logs.


• Follow standard operating procedures (SOPs) to ensure high-quality support and compliance.


• Maintain empathy and professionalism in every conversation, especially during high-pressure situations.


• Identify recurring issues and escalate them to relevant internal teams to improve service quality.


• Deliver excellent customer satisfaction scores through timely and effective resolution.

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Required Skills and Qualifications

• Excellent verbal communication skills in English; proficiency in additional regional languages is a plus.


• Strong problem-solving abilities and a customer-centric approach.


• Ability to remain calm, composed, and solution-oriented during challenging situations.


• Basic understanding of food delivery operations, customer service workflows, or call center processes.


• Good multitasking skills with the ability to handle simultaneous calls or follow-ups.


• Comfortable using customer support tools, CRM platforms, and call-handling software.


• Strong listening skills and attention to detail.

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Experience

• 0–2 years of experience in customer service, hotline support, call center operations, or a similar role.


• Freshers with excellent communication and problem-solving skills are encouraged to apply.

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Working Hours

• Flexible working schedule based on shift rotations.


• Morning, evening, and night shifts available depending on business needs.


• Weekend and holiday availability may be required to support high-volume periods.


• Remote or hybrid options may be available based on location and team requirements.

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Knowledge, Skills, and Abilities

• Strong interpersonal and conflict-resolution skills.


• Fast learner with the ability to adapt to new tools, workflows, and policy updates.


• Ability to work independently while contributing to team performance goals.


• Knowledge of food delivery platforms and customer satisfaction best practices.


• Strong sense of accountability and ownership in issue resolution.

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Benefits

• Competitive salary with performance-based incentives.


• Work-from-home or hybrid flexibility (role and location dependent).


• Health insurance and wellness benefits.


• Paid time off, holidays, and shift allowances.


• Opportunities for career growth, skill development, and internal mobility.


• Supportive work culture focused on employee well-being and learning.

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Why Join Zomato?

Zomato is one of India’s leading food delivery and restaurant discovery platforms, trusted by millions. As a Customer Hotline Response Specialist, you will play a key role in strengthening the bond between customers and our brand. You will be part of a high-energy environment where innovation, teamwork, and customer satisfaction are at the heart of everything we do. This is an excellent opportunity to grow your career in a dynamic, people-focused organization.

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How to Apply

Interested candidates can submit their updated resume through the Zomato Careers portal or email it to the recruitment team. Shortlisted candidates will be contacted for an interview and assessment.

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Job Details