Job Description: Zomato Associate Accelerator Program (ZAAP)
The Zomato Associate Accelerator Program (ZAAP) is a unique, fast-paced initiative aimed at grooming individuals for leadership roles within the customer service and operational verticals at Zomato. This program is not just an employment opportunity but a launchpad for future leaders in the food-tech industry. The ZAAP offers a dynamic, immersive experience where associates will address real-time customer challenges, work with cross-functional teams, and develop solutions that enhance customer satisfaction.
Role Overview
As a part of ZAAP, you will begin your journey at the frontline, interacting directly with customers through various communication channels such as chats, calls, and emails. Your primary role will involve understanding customer pain points, resolving issues efficiently, and gathering insights that can help other Zomato teams create better products and services.
The program is designed to equip associates with the skills needed to transition into roles in sales, operations, program management, support, supply chain, and category management within a year. This opportunity is perfect for individuals who thrive in fast-paced environments, enjoy problem-solving, and have a passion for customer service excellence.
Work Location
- Hyderabad
- Delhi NCR
Please note: This is a Work From Office role.
Key Responsibilities as Zomato Associate Accelerator Program (ZAAP)
- Customer Support:
- Act as the primary point of contact for customers via chat, email, and phone.
- Address customer queries, complaints, and issues with empathy and efficiency.
- Ensure all interactions reflect Zomato’s brand values and commitment to excellence.
- Problem Resolution:
- Handle customer concerns with a proactive mindset.
- Identify underlying issues and collaborate with internal teams to provide solutions.
- Document customer feedback to inform process improvements and product enhancements.
- Cross-functional Collaboration:
- Work closely with sales, operations, and other departments to resolve customer challenges.
- Surface insights to Zomato’s product, supply chain, and category teams.
- Leadership Development:
- Engage in leadership training and mentoring programs as part of the Accelerator track.
- Take initiative in solving complex issues and contribute to team strategy discussions.
- Performance Metrics:
- Meet or exceed customer satisfaction targets.
- Achieve KPIs related to issue resolution time, quality of service, and customer retention.
Key Skills & Competencies
- Zealous Customer Focus:
Experience in customer service or hospitality roles is essential. Candidates should have a passion for creating memorable customer experiences and the empathy to handle customer concerns effectively. - Articulate Communication:
Strong verbal and written communication skills are critical. Proficiency in typing and speaking efficiently is required to ensure clear, concise, and empathetic communication with customers. - Analytical Mindset:
The ability to analyze issues, identify root causes, and develop solutions is essential. Candidates should have a logical approach to problem-solving and a detail-oriented mindset. - Problem-solving Skills:
A proactive approach to resolving customer issues is a must. Candidates should demonstrate creativity and resourcefulness in finding solutions.
What We Offer
- Accelerated Career Growth:
Within a year, you’ll have the opportunity to transition into roles in sales, operations, program management, support, supply chain, and category teams. - Training & Mentorship:
Access to leadership training programs and ongoing mentorship from Zomato’s experienced leaders. - Dynamic Work Environment:
Work in a vibrant, fast-paced environment where innovation and creativity are encouraged. - Impactful Work:
Your contributions will directly impact customer satisfaction and business outcomes, giving you a sense of purpose and accomplishment.
Why Join ZAAP?
- Be part of a transformational initiative that prioritizes customer happiness.
- Gain exposure to various business functions and build a well-rounded skill set.
- Work in a collaborative, high-energy environment.
- Fast-track your career within a leading food-tech company.
How to Apply:
Ready to be a part of the Zomato Associate Accelerator Program (ZAAP)? Scan the QR code in the application form and submit your application today!
Top 10 Interview Questions and Sample Answers for Zomato Associate Accelerator Program (ZAAP)
1. Why do you want to join the Zomato Associate Accelerator Program (ZAAP)?
Sample Answer:
I am excited about ZAAP because it offers a unique blend of customer interaction, problem-solving, and leadership development. I am passionate about delivering excellent customer experiences, and I believe this program will allow me to make a meaningful impact while also providing the opportunity to grow into leadership roles within Zomato.
2. Tell us about a time you resolved a difficult customer issue.
Sample Answer:
In my previous role, a customer was unhappy with a delayed order. I listened to their concerns, apologized sincerely, and offered a solution by expediting the delivery and providing a discount voucher. The customer appreciated the gesture and continued to use our services. This experience taught me the importance of empathy and timely communication.
3. How would you handle an irate customer on a call?
Sample Answer:
I would remain calm and listen actively to understand their concerns. I would empathize with their frustration and reassure them that I am here to help. I would then provide a clear solution or escalate the issue if necessary, keeping them informed throughout the process.
4. What does excellent customer service mean to you?
Sample Answer:
Excellent customer service means understanding the customer’s needs, providing timely and effective solutions, and going the extra mile to create a positive experience. It’s about building trust and loyalty by showing empathy and delivering value consistently.
5. How do you prioritize tasks when handling multiple customer queries?
Sample Answer:
I prioritize tasks based on urgency and impact. Critical issues affecting multiple customers are addressed first, followed by individual concerns. I also use tools like to-do lists and time management techniques to stay organized and ensure all queries are resolved promptly.
6. Describe a situation where you worked as part of a team to solve a problem.
Sample Answer:
In a group project, our team faced a technical issue that delayed our progress. We collaborated to identify the problem, divided tasks based on each member’s strengths, and worked together to implement a solution. Our teamwork and communication helped us complete the project on time.
7. How would you gather customer feedback and use it to improve service?
Sample Answer:
I would use surveys, follow-up calls, and feedback forms to gather customer insights. Analyzing this feedback would help identify trends and areas for improvement. I would then collaborate with the team to implement changes and monitor their impact on customer satisfaction.
8. What motivates you to excel in a customer service role?
Sample Answer:
I am motivated by the opportunity to make a positive difference in people’s lives. Solving problems and creating memorable experiences for customers gives me a sense of accomplishment. The dynamic nature of customer service also keeps me engaged and constantly learning.
9. How do you stay calm under pressure?
Sample Answer:
I stay calm by focusing on the task at hand and breaking it down into manageable steps. I remind myself to breathe and maintain a positive mindset. Having a clear plan and prioritizing tasks also helps me stay composed and efficient in high-pressure situations.
10. Where do you see yourself in five years?
Sample Answer:
In five years, I see myself in a leadership role within Zomato, contributing to strategic decisions and driving customer-focused initiatives. I am eager to grow with the company and take on new challenges that align with my passion for customer service and innovation.
