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

24 Carats Mithai Magic; Surat; On-site; INR 200,000 - 260,000; Full time

Job summary

24 Carats Mithai Magic is seeking a customer service professional to handle inbound calls and inquiries, assist with product information and orders, and coordinate with production, dispatch, and retail teams to ensure timely fulfilment.

The role requires good communication in Hindi, Gujarati, and English, a polite and service-oriented attitude, and the ability to manage multiple orders during peak times and festive seasons.

Qualifications

• 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.

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 orders through phone and other channels.
• Coordinate with production, dispatch, delivery, and retail teams to ensure timely order fulfilment.
• Confirm order details including product, quantity, customization, delivery/pickup date, time, and address.
• Handle customer requests, complaints, feedback, and service-related issues politely and efficiently.
• Follow up on pending orders, payments, deliveries, and needs.
• Maintain accurate records of customer enquiries and orders.
• Inform customers about new products, seasonal items, promotions and special offers.
• Ensure high level of customer satisfaction and service quality.
• Escalate complex complaints to the concerned department/manager.
• Support team with other customer service and back-office activities as required.

Skills

Verbal communication

Customer handling

Multilingual: Hindi/Gujarati/English

Listening skills

Coordination & follow-up

Education

Graduate

Tools

MS Office

WhatsApp

Email

Order-entry systems

Job description

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.