Customer Relations Coordinator - Mumbai

The Customer Relations Coordinator is a key role responsible for ensuring exceptional customer experiences across all festivals within the Group’s portfolio. Acting as the primary point of contact for customer inquiries and escalations, you will collaborate with internal teams to address customer needs, resolve issues, and implement strategies that enhance the overall festival experience. The role encompasses customer support, feedback management, and event coordination while upholding the brand's values and reputation.

*Role Responsibilities*  

Respond promptly and professionally to customer enquiries via email, social media, Livechat, and other communication channels.

Manage escalated cases, ensuring complex issues are resolved efficiently and to the customer’s satisfaction.

Oversee the chargeback process, including monitoring suspicious bookings, gathering evidence, and preparing defences to reduce chargebacks.

Develop and maintain comprehensive FAQs, and templates for recurring questions.

Identify recurring customer issues and recommend process improvements to enhance efficiency and satisfaction.

Ensure all customer-related documentation, spreadsheets, and notes are accurately updated and maintained.

Manage bookings (e.g., recommendations, upgrades, name changes, accessibility), and liaise with our partners/suppliers (eg, Easol, Xcover, Idasfest).  

*Candidate Requirements*  

Proven experience in customer relations, or a similar role within the entertainment or events industry.

Strong written and verbal communication skills.

Excellent problem-solving abilities with a customer-focused mindset.

Familiarity with CRM systems (e.g., Freshdesk, Freshchat, Easol) and social media platforms.
Might have to work in UK shift if required

Ability to multitask, prioritise workloads, and perform effectively under pressure.

Understanding of, or willingness to learn, festival culture and the target audience’s needs.


*Skills & Competencies*  

Exceptional interpersonal and communication skills.

Strong organisational abilities, with attention to detail and accuracy.

Quick thinking and ability to resolve customer concerns efficiently.

Proficiency in using data to inform decisions and improve customer processes.

Collaborative mindset with a willingness to support cross-departmental projects.

Sensitivity to accessibility and inclusivity in customer interactions.