Customer Relationship Officer

Job Title: Customer Relationship Officer (CRO)

Department: Operations / Customer Service

Location: Coimbatore

Reports To: HR / Kitchen Manager

Job Summary:

The Customer Relationship Officer is responsible for managing customer interactions, ensuring high levels of satisfaction, and building long-term relationships. The CRO acts as the communication link between customers and the cloud kitchen team, ensuring timely order handling, addressing complaints, and enhancing the overall customer experience.

Key Responsibilities:

1. Customer Interaction & Support

Handle customer queries and complaints via phone, WhatsApp & email.

Ensure prompt responses and resolution of issues to maintain customer satisfaction.

Follow up with customers post-delivery to ensure feedback and satisfaction.

2. Order Management

Coordinate with kitchen staff for order updates, modifications, and delivery timings.

Track orders and ensure accurate and timely dispatch.

Maintain records of customer interactions and transactions.

3. Relationship Building

Build positive relationships with repeat customers to encourage loyalty.

Manage customer database and send regular updates, offers, and promotions.

Identify opportunities to upsell or cross-sell menu items.

4. Feedback & Quality Monitoring

Collect and analyze customer feedback to identify improvement areas.

Report service or food quality issues to management for corrective action.

Help implement strategies to improve customer experience.

5. Coordination & Reporting

Liaise with delivery partners for smooth operations.

Maintain daily customer service reports and share with management.

Assist in developing communication templates and standard responses.

Qualifications & Skills:

Bachelor’s degree in Hospitality, Marketing, or related field.

1–3 years of experience in customer service, preferably in cloud kitchen.

Excellent communication and interpersonal skills.

Ability to multitask and handle pressure during peak hours.

Strong problem-solving attitude and customer-first approach.

Work Environment:

Fast-paced kitchen operations environment.

May require weekend or evening shifts.

Coordination with kitchen, delivery, and marketing teams.

Job Type: Full-time

Pay: From ₹25,000.00 per month

Benefits:

• Food provided
• Provident Fund

Work Location: In person