Costumer Care Executive

1. Job Purpose

The Customer Care Executive is responsible for ensuring excellent customer satisfaction by handling customer inquiries, reservations, feedback, complaints, and service-related requests. The role involves maintaining professional communication with guests and coordinating with restaurant staff to deliver a pleasant and memorable dining experience.

2. Key ResponsibilitiesA. Customer Service & Guest Relations

• Welcome customers warmly and communicate with them in a polite and professional manner.
• Assist guests with inquiries regarding the menu, food items, pricing, offers, and restaurant services.
• Provide accurate information about menu items, ingredients, and available options.
• Ensure customer needs are addressed promptly and efficiently.
• Maintain positive relationships with customers and encourage repeat visits.

B. Telephone & Online Communication

• Answer incoming phone calls and respond to customer inquiries.
• Handle table reservations, takeaway orders, and customer requests.
• Respond to WhatsApp messages, social media messages, and other online inquiries.
• Maintain professional communication across all customer communication channels.
• Follow up on reservations and customer requests whenever required.

C. Complaint Handling & Customer Feedback

• Listen carefully to customer complaints and concerns.
• Resolve minor customer issues professionally and promptly.
• Escalate serious complaints to the Restaurant Manager.
• Collect customer feedback and communicate suggestions to the management.
• Maintain records of complaints, feedback, and actions taken.
• Follow up with customers when necessary to ensure satisfactory resolution.

D. Coordination with Restaurant Team

• Coordinate with the Restaurant Manager, service staff, kitchen, and cashier to meet customer requirements.
• Communicate special requests, reservations, and customer preferences to the relevant departments.
• Assist in managing waiting lists and table availability during busy hours.
• Ensure smooth communication between customers and restaurant staff.
• Support the team in maintaining efficient restaurant operations.

E. Customer Satisfaction & Reputation Management

• Encourage customers to share genuine feedback and reviews.
• Assist in responding to customer reviews on Google and other online platforms, as authorized by management.
• Monitor customer feedback on social media and report important concerns.
• Identify recurring customer issues and suggest improvements.
• Maintain customer confidentiality and protect personal information.

F. Reporting & Administration

• Maintain daily records of customer inquiries, reservations, complaints, and feedback.
• Prepare customer feedback and complaint reports for management.
• Maintain accurate customer databases and reservation records.
• Report recurring issues and service gaps to the Restaurant Manager.
• Perform other customer service-related duties assigned by management.

3. Required Skills & Qualifications

• Minimum qualification: Plus Two / Diploma / Degree in Hospitality Management, Hotel Management, or a related field.
• Previous experience in customer service, hospitality, or restaurant operations is preferred.
• Excellent verbal communication and interpersonal skills.
• Proficiency in Malayalam and English; Hindi or other languages will be an advantage.
• Basic computer knowledge, including MS Office, WhatsApp, and email.
• Ability to handle customer complaints calmly and professionally.
• Good telephone etiquette and problem-solving skills.
• Friendly personality with a customer-focused attitude.
• Ability to work in a team and handle pressure during peak hours.

4. Key Performance Indicators (KPIs)

KPI

Performance Measure

Customer Satisfaction

Positive customer feedback and satisfaction

Response Time

Timely responses to calls and messages

Complaint Resolution

Prompt and effective handling of complaints

Reservation Accuracy

Accurate booking and reservation records

Communication Quality

Professional and courteous communication

Reporting

Timely and accurate submission of reports

5. Working Conditions

• Work location: Restaurant premises.
• Working hours: As per the restaurant's duty schedule.
• Weekly off: As per company policy.
• Must be willing to work weekends, public holidays, and during peak restaurant hours.
• Must maintain professional grooming, punctuality, and discipline.
• Must comply with company policies, customer service standards, and operational procedures.

6. General Responsibilities

The Customer Care Executive shall perform all duties assigned by the Restaurant Manager or management that are reasonably related to the position. The employee is expected to maintain confidentiality, uphold the restaurant's service standards, and contribute to a positive customer experience.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Flexible schedule
• Food provided

Work Location: In person