1. Customer Query Management

- Handle customer enquiries through phone calls, WhatsApp, email, social media, and other communication channels.
- Provide accurate information regarding menus, pricing, offers, delivery timelines, order status, and availability.
- Respond to customers professionally and courteously.
- Maintain proper communication records for customer interactions.

2. Order Management & Coordination

- Assist customers with order-related queries and concerns.
- Coordinate with the Kitchen and Operations teams regarding order status.
- Follow up on delayed, missing, incorrect, or incomplete orders.
- Coordinate with delivery partners regarding delivery-related issues.
- Ensure customers receive timely updates regarding their orders.
- Escalate critical order issues to the concerned department immediately.

3. Complaint Handling & Resolution

- Receive and handle customer complaints professionally.
- Understand the root cause of the complaint before providing a resolution.
- Coordinate with Kitchen, Operations, and Delivery teams to resolve issues.
- Handle complaints related to:
- Food quality
- Missing items
- Wrong items
- Delayed delivery
- Packaging
- Billing/payment
- Delivery partner behaviour
- Product availability
- Follow the company's approved compensation/refund/replacement policy.
- Ensure complaints are closed within the defined turnaround time.

4. Food Delivery Platform Support

- Monitor and respond to customer issues received through relevant food delivery platforms.
- Coordinate with platform support teams wherever required.
- Track order cancellations, refunds, complaints, and customer ratings.
- Identify recurring issues and report them to Operations.

5. Customer Feedback & Reviews





- Collect customer feedback regarding food, packaging, delivery, and overall service.
- Monitor customer reviews and ratings across applicable platforms.
- Identify recurring customer concerns and communicate them to the concerned teams.
- Support initiatives to improve customer satisfaction and retention.

6. Customer Retention

- Maintain a positive relationship with customers.
- Follow up with customers where required after complaint resolution.
- Support customer loyalty and retention initiatives.
- Identify opportunities for repeat orders and customer engagement.
- Share relevant promotions and offers with customers as per company guidelines.

7. Coordination with Internal Teams

- Coordinate closely with:
- Kitchen Team
- Operations Team
- Delivery Partners
- Sales & Marketing Team
- Finance Team
- Management
- Communicate customer issues clearly and ensure appropriate action is taken.
- Highlight recurring operational issues affecting customer experience.

8. Customer Data & MIS

- Maintain accurate customer complaint and enquiry records.
- Prepare daily/weekly/monthly customer service reports.
- Track:
- Total Customer Queries
- Complaints Received
- Complaints Resolved
- Pending Complaints
- Resolution TAT
- Refund/Replacement Cases
- Customer Ratings
- Repeat Complaints
- Customer Feedback
- Identify trends and provide actionable feedback to Management.

9. Service Quality Improvement

- Identify recurring customer pain points and suggest improvements.
- Work with Operations to reduce complaints and improve service standards.
- Monitor customer experience from order placement to delivery.
- Support the implementation of customer service SOPs.

Pay: ₹9,893.59 - ₹25,000.00 per month

Work Location: In person

📌 Customer Care Executive (Chennai)
🏢 Zaitoon Restaurant
📍 Chennai