Customer Care Executive

1 Customer Query Management

• Handle customer enquiries through phone calls, WhatsApp, email, social media, and other communication channels.
• Provide accurate information regarding menus, pricing, offers, delivery timelines, order status, and availability.
• Respond to customers professionally and courteously.
• Maintain proper communication records for customer interactions.

2. Order Management & Coordination

• Assist customers with order-related queries and concerns.
• Coordinate with the Kitchen and Operations teams regarding order status.
• Follow up on delayed, missing, incorrect, or incomplete orders.
• Coordinate with delivery partners regarding delivery-related issues.
• Ensure customers receive timely updates regarding their orders.
• Escalate critical order issues to the concerned department immediately.

3. Complaint Handling & Resolution

• Receive and handle customer complaints professionally.
• Understand the root cause of the complaint before providing a resolution.
• Coordinate with Kitchen, Operations, and Delivery teams to resolve issues.
• Handle complaints related to:
• Food quality
• Missing items
• Wrong items
• Delayed delivery
• Packaging
• Billing/payment
• Delivery partner behaviour
• Product availability
• Follow the company's approved compensation/refund/replacement policy.
• Ensure complaints are closed within the defined turnaround time.

4. Food Delivery Platform Support

• Monitor and respond to customer issues received through relevant food delivery platforms.
• Coordinate with platform support teams wherever required.
• Track order cancellations, refunds, complaints, and customer ratings.
• Identify recurring issues and report them to Operations.

5. Customer Feedback & Reviews

• Collect customer feedback regarding food, packaging, delivery, and overall service.
• Monitor customer reviews and ratings across applicable platforms.
• Identify recurring customer concerns and communicate them to the concerned teams.
• Support initiatives to improve customer satisfaction and retention.

6. Customer Retention

• Maintain a positive relationship with customers.
• Follow up with customers where required after complaint resolution.
• Support customer loyalty and retention initiatives.
• Identify opportunities for repeat orders and customer engagement.
• Share relevant promotions and offers with customers as per company guidelines.

7. Coordination with Internal Teams

• Coordinate closely with:
• Kitchen Team
• Operations Team
• Delivery Partners
• Sales & Marketing Team
• Finance Team
• Management
• Communicate customer issues clearly and ensure appropriate action is taken.
• Highlight recurring operational issues affecting customer experience.

8. Customer Data & MIS

• Maintain accurate customer complaint and enquiry records.
• Prepare daily/weekly/monthly customer service reports.
• Track:
• Total Customer Queries
• Complaints Received
• Complaints Resolved
• Pending Complaints
• Resolution TAT
• Refund/Replacement Cases
• Customer Ratings
• Repeat Complaints
• Customer Feedback
• Identify trends and provide actionable feedback to Management.

9. Service Quality Improvement

• Identify recurring customer pain points and suggest improvements.
• Work with Operations to reduce complaints and improve service standards.
• Monitor customer experience from order placement to delivery.
• Support the implementation of customer service SOPs.

Pay: ₹9,893.59 - ₹25,000.00 per month

Work Location: In person