Customer Care Executive

About the role

The Customer Care Executive will join the UAE Customer Care team, operating remotely from Kochi, India. You will be the first point of contact for customers across phone, email, WhatsApp and social media, delivering exceptional service while driving sales conversions.

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 seasonal offers and upselling/cross‑selling cakes, bakery items, gifts and add‑on services.
• Process orders, modifications, cancellations, refunds and exchanges accurately.
• Identify root causes of complaints, coordinate with production, logistics, stores and delivery teams, and ensure timely resolution.
• Follow up on quotations, abandoned inquiries and pending orders to improve conversion rates.
• Maintain up‑to‑date customer records in the CRM system.
• Escalate complex issues to the appropriate departments when necessary.
• Meet defined KPIs for customer service, sales conversion and response times.

Required profile

• 1–3 years of experience in customer care, contact centre, telesales 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.
• Strong verbal and written English communication skills.
• Background in hospitality, F&B, retail or related industries is a plus.

Required skills

• CRM system usage