Customer Relationship Management Specialist

Company: Caterspoint Futuristic Foods

Experience Required: 3+

Location: Delhi (Ghitorni)

Shift: Rotational Shifts

Workdays: 6 days working with rotational week off

Budget: 25K to 28K per month

Company Details:

Caterspoint Futuristic Foods is a fast-growing cloud kitchen and food services brand based in South Delhi. We specialize in delivering high-quality, hygienic, and chef-crafted meals with strong focus on innovation, consistency, and customer satisfaction. With our expanding operations and modern approach to food production, we aim to provide excellent taste, service, and a superior dining experience.

Role Overview:

We are looking for an experienced CRM Specialist to manage customer interactions, handle a customer support team, resolve complaints, monitor service quality, and maintain accurate customer and CRM data. The ideal candidate should have strong communication and problem-solving skills, the ability to handle escalated customer concerns, and experience in managing a team in a customer service or CRM environment.

Key Responsibilities:

• Manage and supervise the CRM/customer support team to ensure smooth day-to-day operations.
• Handle customer queries and concerns through calls, emails, messages, and other communication channels.
• Manage inbound calls professionally and ensure effective resolution of customer concerns.
• Handle critical and escalated customer complaints with a customer-focused approach.
• Ensure timely closure of customer complaints and follow up where required.
• Coordinate with Operations, & Kitchen and other internal teams to resolve customer issues.
• Maintain and regularly update customer information, interaction records, feedback, and complaint data.
• Prepare and maintain accurate CRM reports and MIS.
• Monitor customer ratings, reviews, feedback, and complaint trends to identify recurring issues.
• Conduct regular/weekly coordination meetings with Shift Managers and Area Managers regarding customer concerns and service improvement.
• Identify gaps in customer service processes and recommend suitable improvements.
• Ensure accurate and timely updating of data on AppSheet, CRM software, or other company platforms.

Required Skills:

• Good communication and interpersonal skills
• Ability to handle a team and dissatisfied customers
• Problem-solving and conflict resolution skills
• Good knowledge of MS Excel and data management
• Ability to handle inbound calls and customer interactions
• Ability to follow SOPs and processes
• Good organizational and data management skills
• Understanding of customer ratings, reviews and complaint trends
• Ability to identify process gaps and improve the CRM system

KPI Targets:

• Call Answer Rate 100%
• Complaint Closure: 95%+ complaints closed
• AHT = Average Handle Time < 2 Min
• ACW < 30 secs
• Customer Satisfaction: Maintain 90%+ CSAT
• CRM Data Accuracy: Maintain 98%+ accuracy in customer records and reports.
• Critical Complaint Escalation: 100% critical food-quality/hygiene complaints escalated immediately.
• Customer Ratings/Reviews: Increase rating to at least - 4.7 / 5.0

Qualification: Graduate in any discipline.

Benefits:

• Food provided
• Paid time off
• Paid sick leave
• Provident Fund
• Opportunity to work in a fast-growing food-tech/cloud kitchen environment

Interested candidates can share their cover letter and CV at [Confidential Information].