Pet Parent Relationship Associate

About The Role
This is not a typical call-centre role. At Heads Up For Tails, you will not simply answer calls, follow scripts and close tickets. You will speak to people who deeply love their pets.
Their question may be about a delayed order, a refund, an exchange or a product. But behind that question could be worry about a pet running out of food, discomfort from something that does not fit, or disappointment after an experience went wrong.
Your role is to understand what really matters, help resolve it and make the pet parent feel that someone at HUFT genuinely cares about what happens next.
We are looking for exceptional people who can bring warmth, clarity, empathy and ownership to every customer interaction.
What You Will Do
Customer Conversations
Speak with pet parents across calls, chat and WhatsApp.
Listen carefully and understand the concern behind the question.
Resolve customer issues accurately, clearly and efficiently.
Ownership & Follow-Through
Take ownership until the customer has a clear answer or next step.
Communicate honestly when an immediate solution is not possible.
Keep customers updated so they do not have to repeatedly follow up.
Judgment & Care
Handle difficult or emotional conversations with patience and maturity.
Recognise when a pet's comfort, safety or wellbeing may be involved.
Recommend what is right for the pet within HUFT's approved guidance.
Documentation & Continuous Learning
Maintain clear and complete records of conversations and commitments.
Share recurring customer concerns with the relevant teams.
Learn continuously through call reviews, feedback and coaching.
What Exceptional Care Looks Like At HUFT
Listening before responding.
Acknowledging the customer's specific concern instead of using a standard apology.
Bringing the pet into the conversation naturally when relevant.
Speaking warmly without sounding scripted or overly familiar.
Giving clear next steps, ownership and timelines.
Never making a promise simply to end a difficult conversation.
Making things easier for the customer rather than passing them between teams.
Treating every interaction as a relationship — not just a ticket.
Who This Is For
A naturally warm, calm and reassuring voice.
Clear speech that's easy to understand.
Fluent in English and Hindi, and able to communicate naturally in Hinglish.
Listens closely and does not rush to give an answer.
Can explain things simply and confidently.
Stays patient when someone is upset or frustrated.
Shows genuine rather than scripted empathy.
Takes responsibility and follows through.
Is honest when they do not know something.
Has good judgment and attention to detail.
Is open to feedback and wants to keep improving.
Understands the relationship people share with their pets.
Bonus Points If You Have
Ideally a pet parent, or has a genuine, demonstrated connection with animals.
Previous customer-care experience is helpful but not essential — we'd also love to meet people from hospitality, premium retail, travel, community management, or other high-quality customer-facing roles.
Skills: customer,chat,ownership,clarity,empathy

Work arrangement
No