Customer Delight Executive

1. Customer Interaction & Support

• Handle customer queries, feedback, and complaints
• Provide prompt, polite, and solution-oriented responses to ensure customer satisfaction.
• Assist customers with menu details, order status, delivery updates, and product information.
• Resolve issues related to delayed orders, food quality, billing, refunds, and replacements.

2. Service Quality Monitoring

• Coordinate with kitchen, production, and delivery teams to maintain service standards.

3. Feedback Management

• Collect customer feedback through reviews.
• Analyze feedback to identify recurring issues or improvement areas.
• Escalate critical concerns to management and follow up until resolved.
• Encourage customers to share positive reviews and ratings online.

4. Complaint Resolution

• Ensure timely closure of complaints with proper root-cause analysis.
• Provide compensation or goodwill gestures (discounts, coupons) as per company policy.

5. Order Coordination

• Coordinate with kitchen, warehouse, or production team for order preparations.
• Work with delivery logistics to ensure on-time delivery.
• Track order flow and proactively inform customers about delays or changes.

6. Brand Representation

• Present the brand professionally by maintaining a courteous tone and positive communication.
• Promote new products, combos, offers, or loyalty programs.

7. Reporting & Documentation

• Prepare daily/weekly reports on customer satisfaction scores, issue trends, and service performance.
• Maintain data on refunds, replacements, and order handling.

8. Cross-Department Coordination

• Work closely with:
• Kitchen/Production team
• QA (Quality Assurance) team
• Dispatch/Delivery team
• Sales/Marketing team
• Store managers/outlet teams
• Ensure smooth communication and quick resolution of customer issues.

9. Training & Continuous Improvement

• Attend training on food safety, hygiene, product knowledge, and communication skills.
• Suggest improvements in customer service processes, SOPs, packaging, or menu clarity.

10. Compliance & Hygiene Awareness

• Ensure customer handling follows FSSAI guidelines, company policies, and hygiene standards.
• Maintain confidentiality of customer data.

Job Type: Full-time

Pay: From ₹15,000.00 per month

Benefits:

• Food provided
• Provident Fund

Work Location: In person