Client Relationship Manager

About the Company:

BONN TONN Gourmet Gift Studio Bakery is a premier cloud-based bakery located in the heart of Kolkata, renowned for crafting exquisite gourmet delights. At BONN TONN, we believe in celebrating the art of baking by combining the finest ingredients, impeccable quality, and a passion for innovation. Our bakery stands out for its commitment to producing everything in-house, ensuring each product meets the highest standards of taste and quality. From exclusive event contracts to bespoke gifting solutions, we strive to provide exceptional experiences for our customers.

Key Responsibilities:

1. Direct Customer Engagement & Order Management:

• Handle customer orders and inquiries professionally across multiple channels (WhatsApp, Instagram, website, phone).
• Process and track delivery orders from aggregator platforms (Swiggy, Zomato) while actively encouraging direct ordering.
• Provide personalized product recommendations based on customer preferences and dietary requirements.
• Manage special order requests, customizations, and bulk orders effectively.
• Address time-sensitive queries and resolve customer concerns promptly and professionally.

2. Customer Relationship Management:

• Build and maintain a comprehensive customer database, including contact information, order history, product preferences, special occasions, dietary restrictions, and feedback/reviews.
• Develop and implement strategies to convert aggregator platform customers to direct ordering through loyalty programs, exclusive offers, and personalized communication.
• Create and maintain a follow-up system for customer feedback and satisfaction surveys.
• Identify and nurture relationships with high-value and repeat customers.

3. Operations & Coordination:

• Coordinate with kitchen staff regarding order specifications and timing.
• Monitor order progress and proactively communicate updates to customers.
• Manage delivery schedules and coordinate with delivery partners.
• Handle last-minute changes or modifications to orders efficiently.
• Maintain accurate records of all transactions and payment status.

Skills Required:

• Client Interaction: Excellent communication, interpersonal, and active listening skills.
• Client Relationship Management: Ability to build rapport, understand customer needs, and foster long-term relationships.
• CRM: Proficiency in using CRM software (if applicable) to manage customer data and interactions.
• Effective Communication: Strong written and verbal communication skills in English.
• Technical Proficiency: Proficiency in MS-Office Suite (Word, Excel, etc.).
• Problem-Solving: Ability to identify and resolve customer issues quickly and effectively.
• Multitasking: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Industry:

Employment Type:

Location:

Salary:15

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