Company: Poochkoo

Location: Bengaluru

About Us:

Poochkoo is a growing pet care brand based in Indiranagar, Bengaluru, dedicated to offering high-quality, compassionate, and reliable services for pets and their humans. From grooming and boarding to transportation and more, we strive to create joyful, stress-free experiences for pets and peace of mind for pet parents.

Job Summary:

We are looking for a passionate, empathetic, and proactive Customer Service and Operations Coordinator to join our vibrant team. In this role, you will serve as the primary link between our customers and on-ground teams (caretakers, groomers, drivers). You will handle customer queries with empathy, coordinate services to ensure smooth operations, and proactively engage in outbound communication to drive sales.

If you love animals, enjoy interacting with people, and thrive in a dynamic work environment, this role is for you!

Key Responsibilities:

Act as the first point of contact for all customer queries via phone, WhatsApp, or in-person.
Manage bookings and daily service schedules with the on-ground team.
Make proactive outbound calls to follow up on leads, convert prospects into customers, and re-engage past customers.
Provide real-time updates to customers about their pets services, including delays or changes.
Handle feedback, queries, and complaints with empathy and professionalism.
Maintain accurate service records, logs, and customer details in AppSheet.
Oversee the daily operations of the centre to ensure smooth functioning across grooming, boarding, and other services.
Ensure the facility is clean, organised, safe, and well-maintained at all times.
Ensure adherence to Poochkoo's operational processes, safety protocols, and service standards.

Requirements:

A genuine love for animals and a basic understanding of pet care.
Strong verbal communication skills in English (Hindi/Kannada or other languages are a plus).
Ability to remain calm and empathetic in challenging customer situations.
Basic computer proficiency (Google Workspace, spreadsheets, messaging tools).
Highly organized, proactive, and able to multitask in a fast-paced environment.
Prior experience in customer service or in the pet care space is a plus.

Work Schedule:

Timings: 9:00 AM - 6:00 PM or 10:00 AM - 7:00 PM
Working Days: 6 days a week, post-probation, 5 days a week
Week Off: Weekend offs are not guaranteed, based on company requirements.

Compensation:

18,000 – 22,000 per month (negotiable for exceptional candidates)

Equal Opportunity Statement:

At Poochkoo, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on gender, sexual orientation, age, disability, race, religion, or any other status.

Customer Service Coordinator

Customer Service and Operations Coordinator