Customer Service Executive / Project Coordinator Jobs in Mumbai at Hiya Digital
Hiya Digital Private Limited
Location: Chembur, Mumbai
Job Type: Full-time
Work Location: Work from Office
Experience: 2+ years
Department: Business Operations
Job Summary
Hiya Digital Private Limited is looking for an experienced and customer-focused customer service executive/project coordinator to join our team in Chembur, Mumbai.
This is a hybrid client-facing and coordination role. You will act as a key point of contact for clients, understand their requirements, handle service-related queries, coordinate with internal teams, and ensure that projects and service requests are completed accurately and on time.
The role involves working closely with web developers, designers, SEO specialists, digital marketing teams, hosting/support teams, and other internal stakeholders.
The ideal candidate should have excellent communication skills, strong follow-up and coordination abilities, good organizational skills, and the ability to manage multiple clients and tasks simultaneously.
Key Responsibilities
Customer Service & Client Support
- Act as a primary point of contact for assigned clients through phone, email, chat, and other communication channels.
- Respond to client queries professionally, accurately, and within appropriate timelines.
- Understand client requirements and provide clear information regarding services and deliverables.
- Address customer complaints and service-related concerns in a professional manner.
- Follow up on unresolved issues and ensure proper closure.
- Maintain a professional and positive relationship with clients.
- Keep clients informed about the progress of their requests and projects.
- Collect client feedback and communicate recurring issues or improvement opportunities to management.
Client Relationship Management
- Understand client requirements, expectations, priorities, and deadlines.
- Maintain regular communication throughout the service or project lifecycle.
- Ensure that client expectations are clearly communicated to the relevant internal teams.
- Coordinate internally to resolve client issues and fulfill requirements.
- Support client retention by providing responsive and reliable service.
- Identify opportunities where additional company services may be relevant and communicate them to the appropriate team.
Project Coordination
- Coordinate website development, website maintenance, SEO, digital marketing, hosting, domain, email, and other digital service projects.
- Coordinate with developers, designers, SEO executives, content writers, digital marketers, and technical teams.
- Create and maintain task lists, project timelines, milestones, and deliverables.
- Follow up with internal team members to ensure tasks are completed on schedule.
- Monitor project progress and identify potential delays or dependencies.
- Escalate project risks, delays, and client concerns to the appropriate person.
- Provide regular project status updates to clients and internal management.
- Ensure that completed work matches the agreed client requirements.
Internal Team Coordination
- Act as a communication bridge between clients and internal teams.
- Assign or coordinate tasks based on client requirements and project priorities.
- Follow up on pending tasks and ensure accountability for deliverables.
- Maintain accurate records of client communication, requirements, tasks, and project status.
- Participate in internal discussions to resolve project or service issues.
- Help improve workflows, task tracking, and communication processes.
Documentation & Reporting
- Maintain accurate CRM/client records.
- Update project and task management systems regularly.
- Maintain client communication history and important project information.
- Prepare basic project status and customer service reports.
- Track pending, completed, delayed, and escalated tasks.
- Ensure important client instructions and approvals are properly documented.
Required Qualifications
- A bachelor’s degree in business administration, management, communication, marketing, or a related field is preferred.
- Minimum 2 years of relevant professional experience in customer service, client servicing, project coordination, account management, or a similar role.
- Excellent written and verbal communication skills.
- Strong client-handling and interpersonal skills.
- Good follow-up and coordination abilities.
- Ability to manage multiple clients, projects, and priorities simultaneously.
- Strong problem-solving and conflict-resolution skills.
- Good attention to detail and organizational ability.
- Comfortable working with deadlines and a fast-paced team environment.
Technical & Industry Knowledge
Candidates should be comfortable learning and discussing technology-related services.
Knowledge of any of the following will be an advantage:
- Web hosting
- Domain names and DNS
- Business email hosting
- Website development
- WordPress
- SEO and digital marketing
- Website maintenance
- SSL certificates and website security
- SaaS or online business services
- CRM systems
- Project/task management software
- Google Workspace
- Microsoft Office
You do not need to be a developer or technical specialist, but you should be comfortable understanding client requirements and coordinating with technical teams.
Preferred Skills
- Customer Service
- Client Relationship Management
- Client Servicing
- Project Coordination
- Project Management
- CRM Management
- Client Communication
- Email Communication
- Complaint Resolution
- Task Management
- Team Coordination
- Follow-up
- Time Management
- Microsoft Office / Google Workspace
What We Are Looking For
We are looking for someone who is:
- Customer-focused and professional.
- Highly organized and dependable.
- Strong at follow-ups and getting things completed.
- Comfortable communicating with clients and internal teams.
- Able to prioritize multiple tasks without losing attention to detail.
- Proactive in identifying problems before they become major issues.
- Comfortable working with technical and digital-service teams.
- Solution-oriented rather than simply passing problems to others.
- Willing to learn about web hosting, domains, websites, SEO, digital marketing, and related services.
- Interested in developing a long-term career in client servicing, project coordination, or business operations.
Key Performance Areas
Performance in this role will be measured through areas such as:
- Client response and follow-up quality
- Timely resolution and closure of client requests
- Project/task completion and coordination
- Accuracy of client requirements and documentation
- Internal team coordination
- Client satisfaction and relationship management
- Reduction of delays and communication gaps
- Quality and accuracy of CRM/project updates
About Hiya Digital
Hiya Digital Private Limited is a web solutions and digital services company providing domain registration, web hosting, business email hosting, website development, digital marketing, and web security solutions.
The role provides exposure to multiple areas of the digital technology industry and involves working directly with clients as well as cross-functional internal teams.
Hiya Digital’s careers environment emphasizes collaboration, professional development, performance recognition, and opportunities to work with a diverse team. Employee benefits listed by the company include paid leave and holidays, performance incentives, Employee of the Month recognition, cultural programs, festive celebrations, and other perks.
Why Join Hiya Digital?
- Work with a growing web solutions and digital services company.
- Gain hands-on experience in client servicing and project coordination.
- Work across website development, hosting, domains, email, SEO, and digital marketing projects.
- Collaborate with technical, creative, and marketing professionals.
- Develop client management, project coordination, and business operations skills.
- Opportunities for professional growth and increased responsibility.
Application Process
Interested candidates should apply with an updated resume.
Please include:
- Total years of relevant experience
- Current location
- Current/last salary
- Expected salary
- Notice period / earliest joining date
- Relevant experience in customer service, client servicing, or project coordination
- Experience with CRM or project management tools
- Experience in IT, web hosting, SaaS, website development, or digital services, if applicable
Apply by email: hr@hiya.digital
Subject: Customer Service Executive / Project Coordinator Application – [Your Name]
Only shortlisted candidates will be contacted for the next stage of the selection process.
