Customer Support Executive

3 days ago

Pune, Maharashtra, India Colombian Brew Coffee Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Summary

This role combines customer service / support responsibilities with hygiene oversight in the manufacturing/production facility. The incumbent will handle customer queries (via QComm portal, ecommerce channels etc.), manage issue resolution, and also ensure factory hygiene standards are met.

Key Responsibilities

  1. Customer Support & Query Resolution

  2. Handle customer queries, complaints and feedback via phone, email, chat, marketplace / ecomm portals.

  3. Use the QComm / complaint management portal: triage, assign, follow up, close cases.
  4. Ensure responses are within agreed Service Level Agreements (SLAs).
  5. Maintain records of customer interactions, complaint status, resolution actions and outcomes.
  6. Escalate unresolved or complex issues to appropriate internal stakeholders.

  7. Collaborate with logistics, quality, operations, sales teams to ensure resolution.

  8. Communication Quality

  9. Ensure that all communication with customers (written or verbal) adheres to brand voice, is clear, polite, grammatically correct.

  10. Maintain high standards of communication : no misinformation, timely followups, proper documentation.

  11. Factory Hygiene & Food Safety Oversight

  12. Conduct regular hygiene inspections / audits in factory premises: including production, storage, packing, sanitation, equipment condition, personal hygiene (staff uniforms, handwashing, protective gear etc.).

  13. Monitor and ensure compliance with food safety standards (e.g. FSSAI, GMP, HACCP).
  14. Report hygiene issues, coordinate corrective actions, ensure preventive measures are implemented.
  15. Maintain hygiene checklists, logs, schedules, and inspection reports.

Skills & Requirements

  • Experience

    • Prior experience (1-3 years) in customer support / complaint management, ideally in QComm / ecommerce environments.

    • Exposure to the food / FMCG manufacturing environment is strongly preferred.
  • Strong knowledge of MS Excel, Advance Excel and Email Etiquettes.
  • Customer Handling Skills

    • Strong verbal & written communication skills in English and [local language].

    • Empathy, patience, ability to stay calm under pressure.

    • Good listening skills: understanding customer issues accurately.

    • Conflict resolution skills: ability to manage irate or upset customers.
  • Analytical & ProblemSolving Ability

    • Ability to identify root causes of issues (both customer complaints and hygiene lapses), suggest corrective & preventive actions.

    • Comfortable generating regular reports: metrics like response / resolution time, customer satisfaction, hygiene nonconformities etc.

Qualification

  • Education: At least a graduate degree (any stream).
  • Experience: Preferably 1-3 years in customer support / complaint handling, especially in QComm or ecommerce; prior exposure to FMCG / food industry hygiene roles is advantageous.
  • Other: Good record of reliability; heightened sense of integrity (since hygiene & safety are involved); ability to follow SOPs strictly.

NOTE - Interview rounds are face to face, if okay then apply

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