Customer Care Executive

About the role

The Customer Care Executive will join the UAE Customer Care team while working remotely from Kochi, India. The role focuses on delivering exceptional service across phone, email, WhatsApp and social media, while also driving sales conversion and upselling opportunities.

Key responsibilities

• Handle customer inquiries, requests and complaints via multiple channels in a professional and timely manner.
• Convert inquiries into sales by recommending products, promoting offers and upselling/cross‑selling cakes, bakery items, gifts and add‑on services.
• Process orders, modifications, cancellations, refunds and exchanges accurately.
• Resolve complaints by identifying root causes, coordinating with relevant departments and ensuring timely resolution.
• Follow up on quotations, abandoned inquiries and pending orders to improve conversion rates.
• Coordinate with production, logistics, stores and delivery teams to ensure accurate order fulfillment.
• Maintain up‑to‑date customer records in the CRM system.
• Escalate complex issues when necessary and meet service KPIs, sales targets and response‑time standards.

Required profile

• 1–3 years of experience in customer care, contact centre, tele‑sales or a similar customer‑facing role.
• Proven ability to handle inquiries, complaints and order management.
• Experience in sales conversion, upselling and cross‑selling is preferred.
• Background in hospitality, F&B, retail or related industries is a plus.
• Strong proficiency in both verbal and written English.

Required skills

• CRM usage