Customer Experience Team Lead

1 day ago


Delhi, Delhi, India Dream a Dozen Full time

We are seeking a skilled Customer Experience Executive to join our team at Dream a Dozen. The successful candidate will be responsible for ensuring exceptional customer satisfaction and support, handling inquiries, resolving issues, and analyzing customer feedback.

This is a full-time on-site role, requiring strong communication and leadership skills, as well as a deep understanding of the hospitality industry. The ideal candidate will have a culinary or hospitality degree or equivalent experience in guest relations/customer support.

Key responsibilities include:

  • Addressing customer enquiries, understanding their needs, making creative suggestions and closing their orders
  • Punching in client orders and reconciling customer payments
  • Timely updates to customers about their orders and dispatch
  • Collecting and recording customer feedback/reviews

The Customer Experience Executive will also play a crucial role in managing daily operations, including coordination with the kitchen team, delivery team, customer service team, and logistics. This includes ensuring checklists are completed for quality checks before dispatch.

In addition, the successful candidate will work closely with the team to cost out recipes, ensuring appropriate pricing to meet required margins, and assist in developing and testing new recipes, maintaining high standards of quality and taste.

The Customer Experience Executive will be responsible for developing and implementing processes and protocols for kitchen safety and hygiene, training team members in food safety and best practices.

To succeed in this role, you will need:

  • Culinary or hospitality degree or equivalent experience in guest relations/customer support
  • Flexibility with working hours and a deep understanding of the hospitality industry
  • Detail-oriented with a hands-on approach to teamwork
  • Strong communication and leadership skills
  • Proficiency in Excel and familiarity with checklists
  • Basic understanding of Kannada and English
  • Comfortable with smartphone operations and navigating Bangalore's geography
  • Strong negotiation skills and high levels of patience

What you can expect from us:

  • A competitive salary range of ₹2.5 lac - 3 lac per annum
  • A 6-day work week with 1 weekday off
  • 12 casual leaves + 1 birthday leave + 4 national holidays + 12 WFH days
  • A growing team of 20 people with opportunities for personal growth and development
  • Bi-monthly team sessions on soft skill development by a leadership coach

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