CSE (Customer Service Executive)

Job Description

Department: Customer Service / Operations Industry: Food & Beverage (F&B) Location: [Rajarhat] Reporting To: Customer Service Manager / Operations Head Job Summary: The Customer Care Executive is responsible for providing exceptional customer service by handling inquiries, resolving complaints, and ensuring a positive customer experience. The role involves interacting with customers via phone, email, chat, or in person, and collaborating with internal departments to address service issues effectively in a fast-paced F&B environment. Key Responsibilities: Handle incoming customer queries via phone, email, chat, and social media platforms. Provide accurate product information, order details, and promotional offers. Resolve complaints, issues, or disputes in a prompt, professional, and courteous manner. Coordinate with kitchen, delivery teams, and third-party partners to ensure smooth operations. Monitor and follow up on customer feedback and escalate critical issues to supervisors. Maintain customer records and log interactions using CRM software. Suggest process improvements to enhance customer satisfaction. Conduct post-service follow-ups to ensure customer satisfaction. Upsell or cross-sell products or promotions when applicable. Key Skills & Competencies: Excellent verbal and written communication skills Strong problem-solving and conflict-resolution abilities and upselling of product Customer-focused mindset and empathy Multitasking and time-management skills Familiarity with POS systems, CRM tools, or order management software Ability to work in shifts, weekends, and holidays as needed Qualifications: High school diploma or equivalent; bachelor's degree preferred 1–2 years of experience in customer service, preferably in the F&B or hospitality industry Fluency in [local language] and English (additional languages are a plus) Job Types: Full-time, Permanent Pay: ₹9,000.00 - ₹12,000.00 per month Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Ability to commute/relocate: Rajarhat, Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (Preferred) Experience: 1year: 1 year (Preferred) Language: English (Preferred) Hindi (Preferred) Work Location: In person