Sos Agent

Job description

***Looking for Fluent Telugu, Hindi & English Speakers*** **Company Description:** Zomato is a leading global food delivery and restaurant discovery platform. We’re committed to delivering exceptional service and elevating the customer experience. Our specialized SOS team handles critical and sensitive cases—ensuring timely, compassionate, and effective support for users and employees in distressing situations. **Role Description:** As an SOS Agent, you will manage and resolve high-priority cases. You’ll be the first point of contact in emergencies, offering calm, empathetic, and professional communication via email and phone, while coordinating with internal departments for resolution. **Key Responsibilities:** 📝 **Case Management:** • Handle critical issues. • Offer immediate guidance and support to affected individuals • Track and document cases from initiation to resolution 💬 **Communications:** • Manage sensitive conversations with empathy and professionalism • Respond to concerns via email and phone 🔍 **Resolution Process:** • Conduct or support investigations for critical cases • Ensure timely closure and strict confidentiality • Escalate cases following internal protocols 📚 **Training & Development:** • Stay updated on policies and protocols • Participate in training programs • Contribute to improving crisis support procedures **Candidate Requirements:** 🎓 **Qualification:** • Higher Secondary Education (12th Grade) or equivalent (mandatory) • Bachelor’s degree or equivalent work experience (preferred) 🗓️ **Experience:** • 0–2 years in customer support, crisis management, or related fields • Experience handling sensitive issues is a plus 🌐 **Language Requirement:** • Proficiency in Telugu, Hindi, and English is mandatory. 🛠️ **Skills:** • Excellent communication (written + verbal) • Problem-solving & active listening skills • Emotionally intelligent & calm under pressure • Knowledge of privacy and confidentiality standards • Familiarity with CRM tools and support platforms 🟢 **Attributes:** • Proactive, detail-oriented, and a strong team player • High ethical standards • Responsible and empathetic