CRM Associate

Role Objective

Deliver a warm, empathetic and high-quality customer experience across calls, WhatsApp and email, while supporting customer relationship management and CRM-led revenue growth for Foodstories Gourmet.

Key Responsibilities
Manage inbound and outbound customer interactions across calls, WhatsApp and email with empathy, clarity and ownership.
Build and maintain robust customer relationships, ensuring a personalised and premium customer experience.
Resolve queries related to orders, deliveries, products, payments and overall customer experience.
Handle escalations and coordinate with store and internal teams to ensure timely, customer-focused resolutions.
Drive sales contribution through abandoned cart recovery, proactively engaging customers and assisting them in completing their purchases.
Identify opportunities to drive repeat purchases and customer engagement through effective relationship management.
Use CRM and communication platforms such as Exotel, LimeChat, Magento and Freshdesk for customer interactions, tracking and follow-ups.
Maintain accurate customer records, dispositions and notes while adhering to defined SOPs and SLAs.




Participate in training and actively incorporate feedback for continuous improvement.

Success Metrics
Customer experience quality and customer satisfaction
SLA adherence and resolution effectiveness
Abandoned cart recovery and CRM-assisted sales contribution
Repeat customer engagement
Effective ownership and resolution of escalations

Candidate Profile
2–4 years of experience in Customer Experience, Customer Service or CRM roles.
Experience handling calls, chats and emails.
Experience in premium retail, hospitality, D2C, food & beverage or similar customer-centric businesses is preferred.
Excellent spoken and written English communication.
Solid empathy, ownership and customer-first mindset.
Comfortable working with CRM and customer service platforms.
Sales orientation with the ability to identify and convert customer opportunities.
Proactive, solution-oriented and open to feedback.

Pay: ₹30,000.00 - ₹50,000.00 per month

Perks:
Health insurance
Provident Fund
Work from home

Work Location: In person

📌 Customer Care Executive Gurugram (India)
🏢 Foodstories
📍 India