Customer Care Executive

Role Overview

The Customer Care Executive at Cutie Pie Cakes plays a vital part in delivering outstanding support and service to customers by managing all enquiries, orders, complaints, and sales opportunities across several communication channels. This role, based in Kochi, India, supports the UAE Customer Care team to ensure a smooth customer experience, meet sales targets, and uphold excellent satisfaction standards.

Key Responsibilities

• Respond promptly and professionally to customer inquiries, requests, and concerns via phone, email, WhatsApp, and social media.
• Drive sales by effectively recommending products, highlighting seasonal promotions, and leveraging every sales chance.
• Engage in upselling and cross-selling of cakes, bakery products, gifts, and additional services to meet sales objectives.
• Manage customer orders, including changes, cancellations, refunds, and exchanges with accuracy.
• Resolve complaints by pinpointing issues, collaborating with other departments, and ensuring timely solutions.
• Follow up on quotations, abandoned queries, and pending orders to boost conversion rates.
• Coordinate with production, logistics, stores, and delivery teams for timely and accurate order delivery.
• Keep up-to-date customer records and log interactions and order details in the CRM.
• Escalate complicated customer issues appropriately when required.
• Achieve customer service KPIs, sales conversion goals, and meet response time benchmarks.
• Identify and suggest ways to improve the overall customer experience and processes.
• Perform additional customer care and administrative responsibilities as assigned.

Experience and Skills Required

• Between 1 and 3 years of experience in customer care, customer service, contact centers, tele sales, or related customer-facing positions.
• Proven ability to manage customer inquiries, complaints, and order handling efficiently.
• Experience with sales conversion techniques as well as upselling and cross-selling activities is preferred.
• Background in hospitality, food and beverage, retail, or related sectors is advantageous.
• Strong proficiency in spoken and written English is essential.