Customer Care Executive

CRM Associate

Role Objective

Deliver a warm, empathetic and high-quality customer experience across calls, WhatsApp and email, while supporting customer relationship management and CRM-led revenue growth for Foodstories Gourmet.

Key Responsibilities

• Manage inbound and outbound customer interactions across calls, WhatsApp and email with empathy, clarity and ownership.
• Build and maintain strong customer relationships, ensuring a personalised and premium customer experience.
• Resolve queries related to orders, deliveries, products, payments and overall customer experience.
• Handle escalations and coordinate with store and internal teams to ensure timely, customer-focused resolutions.
• Drive sales contribution through abandoned cart recovery, proactively engaging customers and assisting them in completing their purchases.
• Identify opportunities to drive repeat purchases and customer engagement through effective relationship management.
• Use CRM and communication platforms such as Exotel, LimeChat, Magento and Freshdesk for customer interactions, tracking and follow-ups.
• Maintain accurate customer records, dispositions and notes while adhering to defined SOPs and SLAs.
• Participate in training and actively incorporate feedback for continuous improvement.

Success Metrics

• Customer experience quality and customer satisfaction
• SLA adherence and resolution effectiveness
• Abandoned cart recovery and CRM-assisted sales contribution
• Repeat customer engagement
• Effective ownership and resolution of escalations

Candidate Profile

• 2–4 years of experience in Customer Experience, Customer Service or CRM roles.
• Experience handling calls, chats and emails.
• Experience in premium retail, hospitality, D2C, food & beverage or similar customer-centric businesses is preferred.
• Excellent spoken and written English communication.
• Strong empathy, ownership and customer-first mindset.
• Comfortable working with CRM and customer service platforms.
• Sales orientation with the ability to identify and convert customer opportunities.
• Proactive, solution-oriented and open to feedback.

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund
• Work from home

Work Location: In person