Customer Support Executive

3 weeks ago

Vellore, India Cookd Full time

Company Description Cookd is a digital-first FMCG brand that’s reimagining how India cooks. We create smart food innovations like All-in-One Masala Mixes developed by professional chefs and deliver to customers across the world. We make cooking easy, quick, and delicious, giving every kitchen the upgrade it deserves. Now, we are expanding our business further and therefore, we are open to onboarding one customer success manager, who is passionate to serve the customers and hungry to grow in the career very fast and ready to learn a lot for that growth. Qualifications • 3 to 5 years of customer handling experience. • Excellent verbal and written English communication skills. • Strong customer-handling and problem-solving abilities. • Ability to multitask and manage time-sensitive responsibilities (e.g, Customer response, COD allocations, pending orders). • Familiarity with CRM systems, e-commerce platforms, and courier partner dashboards. • Positive attitude, empathy, and customer-first approach. • Graduation. Roles and Responsibilities • To ensure all Cookd existing and potential customers are getting the best customer experience. • To ensure all customer experiences KPI’s like timely product delivery, timely customer query resolutions are maintained. • To coordinate with cross-functional teams, like the supply chain, LMD team, & sales and marketing team, to ensure the best customer experience. • To ensure the customer happiness team is achieving all their targets with respect to customer experience. • To ensure to build of the best framework, tech, processes, dashboards & KPI trackers to achieve maximum productivity from the team on customer experience. • To ensure COD order confirmations, NDR callings, chat and email query resolutions, RTO closures, social media query resolutions & Abandoned Carts closures TAT are maintained.

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