Customer Support NPS

Hiring: Net Promoter Score Customer Support Executive

Company: Cult.fit

Job title: Net Promoter Score Customer Support Executive

Salary: ₹27,000–₹36,000 in-hand per month

Working days: 6 days a week

Week-off: 1 rotational day off

About the roleWe’re looking for a customer-focused NPS Customer Support Executive to connect with customers who have shared low ratings or negative feedback. You’ll understand their concerns, work towards a suitable resolution, and follow up to improve their experience with Cult.fit.

• Key responsibilitiesContact customers who have provided low NPS scores or negative feedback.
• Listen carefully, understand the issue, and acknowledge the customer’s concern.
• Review the customer’s account, feedback, and previous interactions.
• Help resolve issues related to memberships, refunds, payments, bookings, cancellations, facilities, trainers, staff behaviour, and app usage.
• Coordinate with teams such as Operations, Finance, Technology, Gym Staff, and Memberships to resolve customer concerns.
• Escalate cases that need additional support and keep customers informed about progress.
• Record calls, actions, follow-ups, and case updates accurately in the system.
• Follow up with customers after a resolution and check whether their concern has been addressed.
• Share recurring customer concerns and important feedback with the team leader.
• Candidate profileStrong verbal communication and active listening skills.
• Empathetic, patient, and professional approach to customer conversations.
• Good problem-solving and follow-up skills.
• Comfortable speaking with customers about complaints and service concerns.
• Ability to coordinate with internal teams and maintain accurate case records.
• BenefitsIncentives
• Training and career growth opportunities
• Health and life insurance coverage for you and your family, up to ₹5 lakh
• PAN India Cult gym pass
• 30% discount on Cult products
• Supportive work environment