Company: Tasty Nibbles
Job Function: Customer Service, Customer Support, E-commerce Operations
Industry: FMCG, Food & Beverage, E-commerce, Direct-to-Consumer (D2C)
Experience: 1–3 Years
Employment Type: Onsite - Full time
Job Location: Kochi, Keralam
About Tasty Nibbles
Tasty Nibbles brings the goodness of food and convenience to consumers through its range of food products. We are looking for a customer-focused professional to join our team and deliver seamless, responsive, and reliable customer support across multiple communication channels.
If you enjoy solving problems, communicating with people, and creating positive customer experiences, we’d love to hear from you!
Role Overview
As a Customer Care Executive, you will be responsible for managing customer interactions across multiple channels, resolving queries and complaints, coordinating order fulfillment, and ensuring customer satisfaction. You will also maintain accurate customer records and work closely with internal teams and logistics partners to ensure timely resolutions.
Key Responsibilities
1. Customer Support & Omnichannel Communication
• Handle customer queries, complaints, and feedback through phone calls, emails, live website chat, WhatsApp Business, and social media platforms, including Instagram, Facebook, and X.
• Provide timely, accurate, and professional responses to customer concerns.
• Ensure a consistent and positive customer experience across all communication channels.
2. Order Management & Logistics Co-ordination
• Assist customers with phone orders, website navigation, account access, and order-related issues.
• Track shipments and coordinate with third-party logistics partners to resolve delivery-related concerns.
• Proactively communicate delivery delays and provide customers with relevant updates.
3. Returns, Refunds & Resolution Management
• Process return requests, reverse pickups, and refunds in accordance with company policies.
• Monitor pending cases and coordinate with relevant teams to ensure timely resolution.
4. Product Knowledge & Customer Guidance
• Develop a strong understanding of the Tasty Nibbles product catalogue.
• Guide customers on product ingredients, usage instructions, shelf life, and ongoing website offers.
• Help customers make informed decisions by providing accurate product information.
5. Product Quality & Escalation Management
• Identify and document customer-reported product quality concerns and packaging defects.
• Record relevant details, including batch numbers and manufacturing dates.
• Escalate quality-related issues to the Quality Control (QC) team for further investigation.
6. CRM & Customer Data Management
• Record customer interactions, update support tickets, and maintain accurate customer information using Zoho ticketing software.
• Track unresolved cases and follow up to ensure closure.
• Maintain organised customer service records and support efficient issue resolution.
Requirements & Qualifications:
• Graduate in any discipline; B.Com, BBA, BBM, or BA preferred.
• 1–3 years of experience in customer service or customer support, preferably in a B2C, D2C, e-commerce, FMCG, or retail environment.
• Strong written and verbal communication skills in English.
• Verbal communication skills in Malayalam and Hindi are mandatory.
• Familiarity with CRM and helpdesk tools such as Zoho, Freshdesk, or Zendesk.
• Basic proficiency in MS Excel or Google Sheets.
• Experience with Shopify or similar e-commerce platforms is an added advantage.
• Strong problem-solving, multitasking, and organisational skills.
• A customer-first attitude, attention to detail, and the ability to handle customer concerns professionally.
What Makes You a Good Fit?
• You enjoy helping customers and resolving issues efficiently.
• You communicate clearly and professionally across different channels.
• You can manage multiple customer requests while maintaining accuracy.
• You take ownership of customer concerns and follow through until resolution.
• You work well with cross-functional teams and adapt to changing priorities.
How to Apply
Interested candidates can share their updated resumes using the contact details below.
Email:
[email protected]
Contact: +91 73560 71222
Join Tasty Nibbles and help us create better customer experiences, one interaction at a time!
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