Customer Support Executive

Job Summary

This role combines customer service / support responsibilities with hygiene oversight in the manufacturing/production facility. The incumbent will handle customer queries (via QComm portal, ecommerce channels etc.), manage issue resolution, and also ensure factory hygiene standards are met.

Key Responsibilities

1. Customer Support & Query Resolution

• Handle customer queries, complaints and feedback via phone, email, chat, marketplace / ecomm portals.
• Use the QComm / complaint management portal: triage, assign, follow up, close cases.
• Ensure responses are within agreed Service Level Agreements (SLAs).
• Maintain records of customer interactions, complaint status, resolution actions and outcomes.
• Escalate unresolved or complex issues to appropriate internal stakeholders.
• Collaborate with logistics, quality, operations, sales teams to ensure resolution.

2. Communication Quality

• Ensure that all communication with customers (written or verbal) adheres to brand voice, is clear, polite, grammatically correct.
• Maintain high standards of communication : no misinformation, timely followups, proper documentation.

3. Factory Hygiene & Food Safety Oversight

• Conduct regular hygiene inspections / audits in factory premises: including production, storage, packing, sanitation, equipment condition, personal hygiene (staff uniforms, handwashing, protective gear etc.).
• Monitor and ensure compliance with food safety standards (e.g. FSSAI, GMP, HACCP).
• Report hygiene issues, coordinate corrective actions, ensure preventive measures are implemented.
• Maintain hygiene checklists, logs, schedules, and inspection reports.

Skills & Requirements

• Experience

  • Prior experience (1-3 years) in customer support / complaint management, ideally in QComm / ecommerce environments. • Exposure to the food / FMCG manufacturing environment is strongly preferred.
• Strong knowledge of MS Excel, Advance Excel and Email Etiquettes

  .

• Customer Handling Skills

  • Strong verbal & written communication skills in English and [local language]. • Empathy, patience, ability to stay calm under pressure. • Good listening skills: understanding customer issues accurately. • Conflict resolution skills: ability to manage irate or upset customers.

• Analytical & ProblemSolving Ability

  • Ability to identify root causes of issues (both customer complaints and hygiene lapses), suggest corrective & preventive actions. • Comfortable generating regular reports: metrics like response / resolution time, customer satisfaction, hygiene nonconformities etc.

Qualification

• Education

  : At least a

  graduate

  degree (any stream).

• Experience

  : Preferably

  1-3 years

  in customer support / complaint handling, especially in QComm or ecommerce; prior exposure to FMCG / food industry hygiene roles is advantageous.

• Other

  : Good record of reliability; heightened sense of integrity (since hygiene & safety are involved); ability to follow SOPs strictly.

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