Customer Satisfaction Executive

As a Customer Satisfaction Executive, you must be passionate about customer service and enjoy working with a fun team, have a sound knowledge of the products and services offered at Bombay Sweet Shop and can help customers via whatsapp / phone / email track and place their orders, answer any questions they may have and escalate any issues to the management to handle. You will build positive relationships by displaying a friendly, conversational yet professional and trustworthy attitude and being sincerely concerned with customer queries. Helps build and update the customer database. A passion for food is a plus!

The Customer Satisfaction Executive will report to the Operations Manager.

Our flagship restaurant, The Bombay Canteen showcases the wealth of India’s cuisine by recreating local, seasonal dishes and reinterpreting age old Indian culinary traditions in a frequently changing menu. Our next venture, O Pedro, pays homage to the energy of Goa in a menu that brings back the fun of tropical living with simple, sophisticated food and drink, with influences from the state’s Portuguese history. Our latest venture, Bombay Sweet Shop is a modern day mithai shop which brings back the magic of mithai in a never seen before avatar, in a fun and contemporary way, while staying deeply rooted in traditions and techniques.

The Bombay Canteen and O Pedro are currently ranked among Indias top 10 restaurants by Condé Nast Traveler India.

Responsibilities
• Answer and resolve customer queries via call / WhatsApp / email on products / order status enquiries etc. in a timely and positive manner
• Track enquiries & communicate leads to the Sales team
• Handle guest issues in a calm, positive and professional manner
• Escalate any issues to the Operations Team
• Collect customer data and build / update database
• Share feedback with the team on a daily basis
• Create and maintain customer feedback and incident reports
• Work with operations & logistics on order status, requests and guest recoveries
• Update order changes on the website / e-com platforms
• Regularly check on functionality of order processes and communicate any customer issues
• Update customers on new products and specials

Requirements
• 1-2 years experience in a customer service role preferred.
• Excellent communication skills (verbal and written, fluent English preferred).
• Technologically proficient (email, word, excel.
• Great interpersonal skills.
• Basic computer skills (Microsoft office).
• Diploma preferred