Customer Service Specialist - Food Business experience required

Bajo Foods; Electronic City; On-site; INR 540,000 - 660,000; Full time

Job summary

Bajo Foods in India is seeking a CX operations professional to own the end-to-end customer experience across channels, coordinating with Quality, Production, NPD and Business teams.

You will manage omnichannel support, drive automation initiatives, build SOPs, and publish weekly CX dashboards to surface trends.

The ideal candidate has 2–5 years in customer support or CX ops in FMCG or ecommerce, excellent written and verbal communication, and a track record of resolving queries.

Qualifications

• 2-5 years hands-on experience in customer support, CX ops, or a similar role.
• You've worked across multiple platforms simultaneously.
• You've used CX automation tools.
• You are a sharp communicator, both written and verbal.
• Detail-oriented, ownership-driven, and unafraid to resolve queries.
• Comfortable reading data and turning numbers into action.

Responsibilities

• Own and resolve customer queries across all touchpoints—Website, Amazon, Blinkit, Zepto, Instamart, Swiggy, Zomato, and social media.
• Ensure zero-backlog: queries acknowledged, tracked, and closed within SLA.
• Be the driver of CX automation tools (chatbots, helpdesk platforms, auto-routing workflows).
• Build and maintain SOPs, response templates, and escalation playbooks.
• Escalate and coordinate product quality issues with Quality & Compliance in real time.
• Publish weekly CX dashboards and surface trends before they become crises.
• Drive proactive outreach—returns, replacements, and recovery for high-value customers.

Skills

CX experience

Multi-channel

Automation tools

Strong communicator

Data analysis

Job description

Role & responsibilities

Why This Role Exists

Every customer who reaches out to us whether it's a Protein enthusiast on Blinkit, a first-time buyer on Amazon, or someone who just had a meal on Swiggy deserves a fast, empathetic, and intelligent response. This role owns that experience end to end. You won't just be answering tickets. You'll be the connective tissue between our customers and our internal teams - quality, production, NPD, and business - and you'll actively build and improve the systems that make customer delight scalable.

What You'll Own

Omnichannel Support

Own and resolve customer queries across all touchpoints - Website/D2C, Amazon, Blinkit, Zepto, Instamart, Swiggy, Zomato, and social media channels (Instagram, WhatsApp, email)

Ensure zero-backlog: every query acknowledged, tracked, and closed within SLA

Automation & Systems

Be the driver - not just a user - of CX automation tools (chatbots, helpdesk platforms, auto-routing workflows)

Continuously identify gaps in the current system, propose enhancements, and implement them with the tech team

Build and maintain SOPs, response templates, and escalation playbooks

Internal Coordination

Escalate and coordinate product quality issues with the Quality & Compliance team in real time

Loop in Production, NPD, and the Business team for recurring complaint patterns, packaging issues, or product feedback

Convert customer feedback into structured insights that actually reach decision-makers

Customer Satisfaction & Analytics

Track and own CSAT, response time, resolution rate, and repeat complaint metrics

Publish weekly CX dashboards and surface emerging trends before they become crises

Drive proactive outreach - returns, replacements, and recovery for high-value customers

Ideal Background

• 2-5 years of hands-on experience in customer support, CX ops, or a similar role - preferably in FMCG, D2C, food delivery, or e-commerce
• You've worked across multiple platforms simultaneously - not just one channel
• You understand automation isn't optional; you've used such tools
• Sharp communicator - written and verbal - who can de-escalate a frustrated customer and write a clean internal escalation note with equal ease
• Detail-oriented, ownership-driven, and genuinely uncomfortable leaving a query unresolved
• Comfortable reading data, building basic trackers, and turning numbers into action