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.
Robust 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
🏢 Think9 Consumer Technologies
📍 Mumbai