Customer Relationship Manager

1 week ago

Alipore Kolkata West Bengal, India Bonntonn Gourmet Gift Studio Full time ₹ 1,80,000 - ₹ 3,00,000 per year

Job Profile – Customer Relationship Manager (CRM)

Position: CRM (Customer Relationship Manager)Work Hours: 9:00 AM – 7:00 PM (6 days a week)Location: Ballygunge, Kolkata

Salary: ₹18,000 – ₹25,000 per month

Role Summary

The CRM will be the voice and face of BonnTonn Bakery, ensuring smooth communication with customers across all channels (WhatsApp, phone, website, aggregator platforms). This role requires strong organizational skills, excellent communication, and the ability to handle orders, feedback, and customer queries with empathy and efficiency. The CRM will also manage basic marketing communication, procurement follow-ups, and maintain strong relationships with both customers and vendors.

Key Responsibilities Customer Order Management

  • Take and confirm WhatsApp orders for bakery treats, cakes, and special requests.
  • Handle incoming calls (tele-calling for follow-ups, order confirmations, customer queries).
  • Manage Aggregator application dashboards – stock updates, customer issue resolution, refunds/escalations.
  • Process and confirm theme/custom cake orders (liaise with kitchen for design & feasibility).
  • Handle website orders and ensure timely coordination with the dispatch/kitchen team.

Customer Relationship & Communication

  • Draft and send broadcast messages for promotions, festive offers, and new launches.
  • Create and schedule greeting messages (festivals, birthdays, anniversaries).
  • Manage advertising creatives/canva posters for WhatsApp/Instagram (basic knowledge of Canva required).
  • Maintain an eye for detail in communication to ensure professionalism and brand consistency.
  • Handle customer complaints, resolve issues politely, and maintain goodwill.

Reporting & Coordination

  • Maintain daily order reports (WhatsApp, aggregator apps, website).
  • Share customer feedback and insights with management.
  • Coordinate with the kitchen team for accurate order execution and delivery timelines.

Procurement & Vendor Coordination

  • Track raw material requirements shared by the Head Chef.
  • Place orders with vendors and ensure timely deliveries.
  • Maintain vendor contact list and payment follow-up reminders.

Skills & Attributes Required

  • Excellent written & verbal communication skills (English, Hindi/Bengali preferred).
  • Strong customer service orientation – polite, patient, empathetic.
  • Good knowledge of WhatsApp Business, aggregator dashboard handling.
  • Proficiency in Excel/Google Sheets for reporting and tracking.
  • Basic Canva skills for creatives/posters.
  • Strong multitasking and organizational ability.
  • Eye for detail and accuracy in handling orders and customer requests.

Experience & Qualifications

  • 2–4 years of experience in customer service, hospitality, or F&B industry.
  • Experience with online order platforms (aggregator delivery apps/ website orders) preferred.
  • Graduate in any stream (Hospitality/Management background is a plus).

Compensation & Benefits

  • Opportunity to grow into Customer Experience Manager as the brand expands

Job Type: Full-time

Pay: ₹18, ₹25,000.00 per month

Education:

  • Bachelor's (Preferred)

Language:

  • English (Required)

Work Location: In person

Speak with the employer

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