Customer Care Executive

Job Purpose:

To deliver exceptional customer service by managing customer inquiries, orders, complaints, and sales opportunities across multiple communication channels. The Customer Care Agent is responsible for ensuring a seamless customer experience, achieving sales conversion targets, and maintaining high levels of customer satisfaction as part of the UAE Customer Care team while working from Kochi, India.

Key Accountabilities:

• Handle customer inquiries, requests, and complaints via phone, email, WhatsApp, and social media in a professional and timely manner.
• Convert customer inquiries into sales by recommending products, promoting seasonal offers, and maximizing sales opportunities.
• Upsell and cross-sell cakes, bakery products, gift items, and add-on services to achieve sales targets.
• Process customer orders, modifications, cancellations, refunds, and exchanges accurately.
• Resolve customer complaints by identifying the root cause, coordinating with relevant departments, and ensuring timely resolution.
• Follow up on quotations, abandoned inquiries, and pending orders to improve conversion rates.
• Coordinate with production, logistics, stores, and delivery teams to ensure timely and accurate order fulfillment.
• Maintain accurate customer records and update the CRM system with customer interactions and order details.
• Escalate complex customer issues to the appropriate departments when necessary.
• Meet customer service KPIs, sales conversion targets, and response time standards.
• Identify opportunities to enhance the customer experience and contribute to continuous process improvements.
• Perform other customer care and administrative duties as assigned.

Experience requirement:

• 1–3 years of experience in customer care, customer service, contact center, tele sales, or a similar customer-facing role.
• Experience in handling customer inquiries, complaints, and order management. Experience in sales conversion, upselling, and cross-selling is preferred.
• Hospitality, F&B, Retail, and other related industries preferred
• Proficiency in both verbal and written English