CRM Executive

Role Objective

The primary objective of this role is to consistently deliver a warm, empathetic, and high-quality customer experience across all channelsincluding calls, chats, and emails. Every interaction should embody the Foodstories Gourmet brand promise, which focuses on being thoughtful, refined, and customer-first. In addition to supporting customer satisfaction, the associate contributes to CRM-led revenue growth.

Key Responsibilities

• Manage inbound and outbound communications, including calls, WhatsApp chats, and emails, with empathy and clarity.
• Resolve customer queries regarding orders, deliveries, product quality, and overall experience.
• Escalate issues confidently and collaborate with store and internal teams to provide customer-focused resolutions.
• Engage in abandoned cart recovery and assist customers in completing their purchases.
• Utilize Exotel, LimeChat, and Freshdesk for daily operations, tracking, and follow-up tasks.
• Maintain accurate records and adhere to standard operating procedures (SOPs).
• Actively participate in training sessions and accept feedback constructively to foster continuous improvement.

Success Metrics

• Deliver customer interactions that are high-quality and driven by empathy.
• SLA Adherence
• Demonstrate confident handling of escalations and ownership of customer issues.
• Increase conversion rates for abandoned carts and strengthen repeat customer engagement.
• Receive positive customer feedback that aligns with a premium gourmet experience.

Candidate Profile

Experience

• 24 years of experience in customer experience roles.
• Proven ability to manage calls, chats, and email support.
• Preferred exposure to hospitality, premium retail, D2C, or food and beverage brands.

Skills & Mindset

• Excellent spoken and written English communication skills.
• Strong empathy and a customer-first approach.
• Comfortable using Exotel, LimeChat, Magento and Freshdesk platforms.
• Open to constructive feedback and committed to continuous improvement.
• Enjoys helping customers and actively solving problems.