कस्टमर रिलेशनशिप एग्जीक्यूटिव

Job Objective

To deliver excellent customer service by assisting customers with their orders, resolving issues efficiently, and ensuring a positive brand experience at all customer touchpoints — in-store, over phone, and online platforms.

Key Roles & Responsibilities

·         Customer Interaction

1.       Greet and assist walk-in customers in a friendly and professional manner.

2.       Understand customer needs and recommend suitable bakery products.

3.       Handle billing, order placement, and payment processes accurately.

4.       Manage and resolve customer queries or complaints courteously.

5.       Collect customer feedback for service improvement.

·         Online & Telephonic Orders

6.       Manage online orders from platforms like Swiggy, Zomato, Dunzo, etc.

7.       Confirm and coordinate WhatsApp, Instagram, and phone orders.

8.       Ensure correct order details are passed to the production and packing team.

9.       Track delivery and communicate updates to customers.

·         Sales & Upselling

10.   Promote daily specials, combo offers, and seasonal products.

11.   Upsell high-margin items like beverages, premium cakes, and add-ons.

12.   Maintain product knowledge to ensure confident communication with customers.

·         Store Coordination

13.   Liaise with production and packing teams to ensure timely order delivery.

14.   Monitor product display and stock availability at the counter.

15.   Maintain cleanliness and organization at the counter and service area.

·         Reporting & Documentation

16.   Record daily customer feedback, complaints, and resolutions.

17.   Update customer order logs and sales registers.

18.   Report to the Store Manager regarding sales trends and customer concerns.

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