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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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