Customer Care Executive For inbound calls / enquiries (FMCG / Retail)

Role & responsibilities

- Handle inbound customer calls and respond to customer enquiries professionally.

- Assist customers with product information, pricing, availability, offers, and order-related queries.

- Receive and accurately process sweet, bakery, cake, and other product orders through phone and other communication channels.

- Coordinate with the production, dispatch, delivery, and retail teams to ensure timely order fulfilment.

- Confirm order details including product, quantity, customization, delivery/pickup date, time, and customer address.

- Handle customer requests, complaints, feedback, and service-related issues in a polite and efficient manner.

- Follow up on pending orders, payments, deliveries, and customer requirements.

- Maintain accurate records of customer enquiries and orders.

- Inform customers about new products, seasonal items, promotions, and special offers.

- Ensure a high level of customer satisfaction and service quality.

- Escalate complex complaints or operational issues to the concerned department/manager.

- Support the team with other customer service and back-office activities as required.

Preferred candidate profile

- Qualification: Graduate in any discipline.

- Prior experience in customer care, tele calling, order processing, retail, food, bakery, or FMCG will be preferred.

- Excellent verbal communication and customer-handling skills.

- Pleasant, polite, patient, and service-oriented personality.

- Good Hindi, Gujarati, and English communication skills preferred.

- Basic knowledge of MS Office, WhatsApp, email, and order-entry systems.

- Good listening skills and attention to detail while taking customer orders.

- Ability to handle multiple calls and enquiries efficiently during peak hours, weekends, and festive seasons.

- Strong coordination and follow-up skills.

- Should be comfortable working in a fast-paced food manufacturing and retail environment.

- Candidates with a genuine interest in customer service and food/bakery products will be preferred.