Role Objective The primary objective of this role is to consistently deliver a warm, empathetic, and high-quality customer experience across all channelsincluding calls, chats, and emails. Every interaction should embody the Foodstories Gourmet brand promise, which focuses on being thoughtful, refined, and customer-first. In addition to supporting customer satisfaction, the associate contributes to CRM-led revenue growth.

Key Responsibilities

- Manage inbound and outbound communications, including calls, WhatsApp chats, and emails, with empathy and clarity.

- Resolve customer queries regarding orders, deliveries, product quality, and overall experience.

- Escalate issues confidently and collaborate with store and internal teams to provide customer-focused resolutions.

- Engage in abandoned cart recovery and assist customers in completing their purchases.

- Utilize Exotel, LimeChat, and Freshdesk for daily operations, tracking, and follow-up tasks.

- Maintain accurate records and adhere to standard operating procedures (SOPs).





- Actively participate in training sessions and accept feedback constructively to foster continuous improvement.

Success Metrics

- Deliver customer interactions that are high-quality and driven by empathy.

- SLA Adherence

- Demonstrate confident handling of escalations and ownership of customer issues.

- Increase conversion rates for abandoned carts and strengthen repeat customer engagement.

- Receive positive customer feedback that aligns with a premium gourmet experience.

Candidate Profile

Experience

- 24 years of experience in customer experience roles.

- Proven ability to manage calls, chats, and email support.

- Preferred exposure to hospitality, premium retail, D2C, or food and beverage brands.

Skills & Mindset

- Excellent spoken and written English communication skills.

- Solid empathy and a customer-first approach.

- Comfortable using Exotel, LimeChat, Magento and Freshdesk platforms.

- Open to constructive feedback and committed to continuous improvement.

- Enjoys helping customers and actively solving problems.

📌 CRM Executive (Mumbai)
🏢 Foodstories
📍 Mumbai