Customer Care Executive

Tasty Nibbles _ HIC-ABF Special Foods Pvt Ltd; Ernakulam; Presencial; INR 240.000 - 360.000; Jornada completa

Descripción de la vacante

Tasty Nibbles _ HIC-ABF Special Foods Pvt Ltd is seeking a Customer Care Executive to work onsite in Kerala, handling inquiries across calls, email, chat, and social media. The role focuses on resolving queries, coordinating orders, and delivering a seamless customer experience.

Ideal candidates are graduates with 1–3 years in B2C/e-commerce support, strong English skills, and mandatory Malayalam and Hindi fluency.

Formación

• Graduate in any discipline; B.Com, BBA, BBM, or BA preferred.
• 1–3 years of experience in customer service or customer support in B2C, D2C, e-commerce, FMCG, or retail.
• Strong written and verbal communication skills in English.
• Verbal communication skills in Malayalam and Hindi are mandatory.
• Familiarity with CRM/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.
• Customer-first attitude, attention to detail, and professional handling of concerns.

Responsabilidades

• Handle customer queries, complaints, and feedback through phone, emails, live chat, WhatsApp Business, and social media (Instagram, Facebook, X).
• Provide timely, accurate, and professional responses to customer concerns.
• Ensure a consistent and positive customer experience across all channels.
• 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 concerns.
• Proactively communicate delays and provide relevant updates to customers.
• Process return requests, reverse pickups, and refunds per company policy.
• Record customer interactions and maintain accurate records using Zoho ticketing software.
• Escalate product quality concerns to QC; document batch numbers and manufacturing dates.
• Maintain organized customer service records and support timely issue resolution.

Conocimientos

English communication

Malayalam

Hindi

Customer service

Problem solving

Multitasking

CRM tools (Zoho/Freshdesk/Zendesk)

Educación

Graduate in any discipline (B.Com/BBA/BBM/BA preferred)

Herramientas

Zoho

Freshdesk

Zendesk

MS Excel/Google Sheets

Shopify or similar e-commerce platform

Descripción del empleo

Job Function: Customer Service, Customer Support, E-commerce Operations

Experience: Fresher

Employment Type: Onsite - Full-time

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:

• 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.

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.
• Process return requests, reverse pickups, and refunds in accordance with company policies.
• Monitor pending cases and coordinate with relevant teams to ensure timely resolution.

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.

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.

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.

Join Tasty Nibbles and help us create better customer experiences, one interaction at a time!