Job DescriptionHyFun, a leading brand in frozen food in India with exports to more than 50+ countries, is seeking to strengthen its Marketing Team. We are looking to fill the Customer Service Representative position based in Ahmedabad. NPosition/Profile Title: Customer Service Representative NGrade: Senior Executive NExperience: 5 to 10 years NLocation: Thaltej, Ahmedabad NEssential Area of Expertise: Customer query management, complaint resolution, CRM tools, email communication NDesired Area of Expertise: Escalation handling, root cause analysis, knowledge of frozen food NCritical/Special Exposure: Managing large volumes of email-based queries, cross-functional coordination with Sales, Logistics, Quality, and Production teams, and experience in analyzing complaint trends and recommending preventive actions NInternal Interface: Sales Executives / Sales Managers, Quality Assurance Executives / QA Manager, Marketing Executives / Brand Team, IT Support (for CRM and email system issues), Finance (for credit note or refund processing, if applicable) NExternal Interface: Distributors and Dealers, Retailers and Key Accounts (including HoReCa clients), End Consumers (B2C queries and complaints), Consumer Forums or Regulatory Bodies (only in escalated or legal complaint cases) NPurpose of the position: To manage and resolve customer complaints and queries received through the company's dedicated customer service email ID and ensure appropriate redressal by coordinating with relevant internal departments. The role is responsible for ensuring timely, courteous,



and effective communication with customers and maintaining high levels of customer satisfaction. NRoles and Responsibilities: NCustomer Query Management Nn Monitor and manage the dedicated customer service email ID on a daily basis. N Acknowledge receipt of all queries and complaints within the defined TAT (Turnaround Time). N Provide accurate and timely responses to customers regarding product information, delivery issues, quality complaints, etc. NnComplaint Resolution Nn Investigate customer complaints by coordinating with Sales, Logistics, Quality, and Production teams. N Ensure closure of complaints by following up with concerned teams and updating customers on resolution status. N Maintain a log of all customer complaints and actions taken for closure. NnInternal Coordination Nn Forward queries to relevant departments and track follow-ups till closure. N Escalate unresolved issues or delays to higher authorities for quick resolution. NnReporting and Analysis Nn Maintain daily/weekly MIS for complaints, queries, and resolution status. N Analyze recurring complaints and suggest preventive actions to reduce customer issues. N Prepare monthly dashboards for management review. NnCustomer Experience Nn Build a customer-first culture by ensuring every interaction leaves a positive impact. N Maintain a professionaland empathetic tone in all written and verbal communication. N Take feedback post-resolution to assess customer satisfaction. NnYou can reach out to me at [email protected]

📌 Customer Service Representative (Sabarmati River)
🏢 HyFun Foods
📍 Sabarmati River