Customer Service Executive

About Café Coffee DayCafé Coffee Day is India's largest café chain in terms of the number of café outlets with more than 460 cafes across the country.

CCD, as it is popularly called, opened its first café in Bengaluru in 1996 and has pioneered the coffee culture in the chained café segment in India by bringing in a range of delectable food and beverage products served in a contemporary, youthful ambience, and offering a variety of novel experiences - all with a promise of A lot can happen over coffee!".

CCD operates through Coffee Day Global Limited (CDGL), a subsidiary of Coffee Day Enterprises Limited. CDGL is arguably India’s largest coffee retail conglomerate with leadership position also in the automated beverage dispensing solutions under the brand name Coffee Day Beverages with distribution across more than 1330+ towns and cities across India.

CDGL also operates a network of 280+ refreshment kiosks offering affordable food and beverages for on-the-go customers under the Coffee Day Xpress brand name.

Key Responsibilities : Respond to Customer Inquiries : Address customer inquiries and concerns via phone, email, chat, and social media platforms in a prompt, courteous, and professional manner.

Provide Product / Service Information : Offer accurate information about our products or services, including features, pricing, availability, and promotions, to assist customers in making informed decisions.

Resolve Customer Issues : Identify and resolve customer complaints, problems, and inquiries promptly, aiming for first-contact resolution whenever possible, and escalate complex issues to the appropriate channels for resolution.

Process Orders and Returns : Assist customers with placing orders, processing payments, and managing returns or exchanges according to company policies and procedures.

Handle Customer Feedback : Listen to customer feedback, both positive and negative, and provide appropriate responses or solutions to enhance customer satisfaction and loyalty.

Maintain Customer Records : Document customer interactions, transactions, inquiries, and feedback accurately and thoroughly in the CRM system for future reference and analysis.

Provide Technical Support : Offer basic technical support and troubleshooting assistance for product or service-related issues, escalating complex technical problems to specialized teams as required.

Collaborate with Teams : Work closely with sales, marketing, operation and product development teams to share customer insights, provide feedback, and contribute to continuous improvement initiatives.Desired Candidate Profile :

• Bachelor's degree is mandatory (Full Time)
• 1-3 Years of experience in customer service or related field preferred.
• Functional Skills : Excellent communication skills, both verbal and written.Ability to work well under pressure and in a fast-paced environmentStrong organizational and multitasking skills
• Technical Skills : Proficiency in MS OfficeEmpathy and patience when dealing with customers.
• Language Fluency : English, Hindi any other local language