Customer Care Executive

2 weeks ago

Cannanore, India METREO CENTRE HYPERMARKET Full time

**Role Overview**

As a Customer Care Executive, you’ll be the primary point of contact for shoppers—handling in-store inquiries, front-desk support, and coordinating delivery orders. You’ll ensure every interaction is smooth, timely, and leaves a positive impression.

**Key Responsibilities**
- **Customer Interaction**:

- Handle inquiries about products, promotions, returns/refunds, and store policies
- **Delivery Order Coordination**:

- Receive, process and log delivery requests from customers
- Liaise with warehouse/logistics teams to schedule and track deliveries
- Proactively update customers on delivery status and resolve any issues
- **Front-Desk Support**:

- Staff the front desk to assist customers with billing, order pickups, and general questions
- Keep the front-desk area organized and stocked with any necessary forms or brochures
- **Issue Resolution**:

- Diagnose and resolve customer complaints promptly; escalate complex issues to the manager
- Track and follow up on outstanding cases to ensure full resolution
- **Record Keeping & Reporting**:

- Log customer interactions and delivery orders accurately
- Generate weekly/monthly reports on call volumes, delivery performance, and customer feedback
- **Collaboration**:

- Coordinate with store operations, inventory, logistics, and marketing teams on stock availability, deliveries, and promotions
- Share insights from customer feedback to help improve products and service

**Qualifications & Experience**
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
- **Minimum 2 years’ experience in a hypermarket environment**

**Key Skills & Competencies**
- **Communication**: Excellent verbal and written skills in English and Malayalam
- **Coordination**: Strong organizational skills to manage delivery schedules and front-desk tasks
- **Problem-Solving**: Ability to de-escalate conflicts and find win-win solutions
- **Empathy & Patience**: Customer-centric attitude and calm under pressure
- **Team Player**: Collaborative mindset with a positive, can-do attitude

**Performance Indicators**
- First-call and first-visit resolution rates
- On-time delivery rate and quality of customer updates
- Front-desk service metrics (e.g., average greeting response time, transaction accuracy)
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Accuracy and timeliness of reporting

Pay: ₹15,000.00 - ₹16,000.00 per month

**Experience**:

- supermarket: 1 year (required)

Work Location: In person

**Speak with the employer**
+91 8669910100

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