Job Purpose:

To deliver exceptional customer service by managing customer inquiries, orders, complaints, and sales prospects across multiple communication channels. The Customer Care Agent is responsible for ensuring a seamless customer experience, achieving sales conversion targets, and maintaining high levels of customer satisfaction as part of the UAE Customer Care team while working from Kochi, India.

Key Accountabilities:
Handle customer inquiries, requests, and complaints via phone, email, WhatsApp, and social media in a skilled and timely manner.
Convert customer inquiries into sales by recommending products, promoting seasonal offers, and maximizing sales opportunities.
Upsell and cross-sell cakes, bakery products, gift items, and add-on services to achieve sales targets.
Process customer orders, modifications, cancellations, refunds, and exchanges accurately.
Resolve customer complaints by identifying the root cause, coordinating with relevant departments, and ensuring timely resolution.
Follow up on quotations, abandoned inquiries, and pending orders to improve conversion rates.
Coordinate with production,



logistics, stores, and delivery teams to ensure timely and accurate order fulfillment.
Maintain accurate customer records and update the CRM system with customer interactions and order details.
Escalate complex customer issues to the appropriate departments when necessary.
Meet customer service KPIs, sales conversion targets, and response time standards.
Identify opportunities to enhance the customer experience and contribute to continuous process improvements.
Perform other customer care and administrative duties as assigned.

Experience requirement:
1–3 years of experience in customer care, customer service, contact center, tele sales, or a similar customer-facing role.
Experience in handling customer inquiries, complaints, and order management.
Experience in sales conversion, upselling, and cross-selling is preferred.
Hospitality, F&B;, Retail, and other related industries preferred
Proficiency in both verbal and written English

📌 Contact Center Agent Kochi
🏢 Cutie Pie Cakes
📍 Kochi