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Customer Support Executive
3 months ago
ROLE:
CUSTOMER SUPPORT EXECUTIVE (FOR FOOD INDUSTRY) FRESHER'S ONLY CAN APPLY
JOB OVERVIEW
QUALIFICATION AND REQUIREMENTS
- Degree or equivalent education
- Previous experience in customer service, ideally in the food delivery or hospitality industry
- Exceptional communication skills, both written and verbal
- Empathetic and patient approach to handling customer inquiries and complaints
- Proficiency in using customer support software and tools.
- Availability to work flexible hours, including evenings and weekends
- Familiarity with Microsoft Office suite, particularly Excel, for generating daily MIS.
KEY RESPONSIBILITIES
Customer Interaction:
- Provide timely and professional responses to customer queries, ensuring a positive customer experience
Order Assistance:
- Assist customers in placing orders, making modifications to existing orders, and tracking the status of their food deliveries accurately
- Ensure customers receive prompt and accurate information regarding menu items, prices, and availability
Issue Resolution:
- Investigate and resolve customer complaints and issues, such as missing items, incorrect orders, late deliveries, and quality concerns
- Maintain a calm and empathetic demeanor while addressing customer complaints and ensuring their problems are resolved to their satisfaction
Menu Knowledge:
- Create a daily menu chart with the help of the production team and coordinate with the digital team to release the menu as per the plan
- Coordinate with the production team for menu, sweet of the week, special promotions, etc
- Provide accurate information to customers, offer recommendations, and explain menu items.
Feedback Collection:
- Proactively gather feedback from customers regarding their experience, food quality, and delivery service
- Document feedback and share it with relevant departments to make continuous improvements
Communication:
- Collaborate with team members, including kitchen staff, riders, and management, to ensure seamless operations and resolve customer related challenges effectively
- Share information about recurring customer issues and suggest process improvements to enhance overall service quality
Documentation
- Maintain accurate and detailed records of customer interactions, complaints, and resolutions in a customer support database
- Use data and records to identify trends and common issues for further analysis and improvement
Upselling & Cross-selling
- Identify opportunities to upsell additional items or promotions to customers based on their preferences and order history, thus increasing revenue
- Informing customers of upcoming promotions or deals
Shift Flexibility:
- Be willing to work in shifts, including evenings, weekends, and holidays, to ensure continuous customer support coverage
Outbound Calls:
- Call existing customers every day to increase the sales revenue and to reach the daily target
- Generate new leads through social media and other avenues.
- Make calls to data given by sales team to fix the appointments for visits
Customer Refunds
- Initiate customer refunds and follow up with the relevant team to complete the refund
- Keep track of customer refunds with reason and submit monthly reports
Daily MIS
- Send timely order count details to the fresh food and packed food team as per the scheduled timelines
- Any changes in the order flow, keep the other team informed.
- Other MIS reports of daily, weekly, and monthly to be submitted as per the schedule.
ERP
- Ensure 100% compliance to update all customer orders in ERP including the Kitchen pickups and bulk orders.
- New customer data to be captured accurately
- Existing customer data to be corrected as and when required
- Route correction to be done by following the approval protocol.
Others
- Willingness to perform any other duties and responsibilities assigned by the reporting manager and any other senior team members.
- Additional responsibilities will be added to the role based on business needs
Salary:
Up to ₹22,000.00 per month
Benefits:
- Cell phone reimbursement
Schedule:
- Day shift
Ability to commute/relocate:
- Jayanagar, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)
Education:
- Diploma (preferred)
Experience:
- total work: 1 year (required)
- Customer service: 1 year (required)
Language:
- Kannada (required)
- English (required)
Work Location:
In person
Expected Start Date: 06/05/2024