Customer Service Representative

HyFun, a leading brand in frozen food in India with exports to more than 50+ countries, is seeking to strengthen its Marketing Team. We are looking to fill the Customer Service Representative position based in Ahmedabad.

Position/Profile Title: Customer Service Representative

Grade: Senior Executive

Experience: 5 to 10 years

Location: Thaltej, Ahmedabad

Essential Area of Expertise: Customer query management, complaint resolution, CRM tools, email communication

Desired Area of Expertise: Escalation handling, root cause analysis, knowledge of frozen food

Critical/Special Exposure: Managing large volumes of email-based queries, cross-functional coordination with Sales, Logistics, Quality, and Production teams, and experience in analyzing complaint trends and recommending preventive actions

Internal Interface: Sales Executives / Sales Managers, Quality Assurance Executives / QA Manager, Marketing Executives / Brand Team, IT Support (for CRM and email system issues), Finance (for credit note or refund processing, if applicable)

External Interface: Distributors and Dealers, Retailers and Key Accounts (including HoReCa clients), End Consumers (B2C queries and complaints), Consumer Forums or Regulatory Bodies (only in escalated or legal complaint cases)

Purpose of the position: To manage and resolve customer complaints and queries received through the company's dedicated customer service email ID and ensure appropriate redressal by coordinating with relevant internal departments. The role is responsible for ensuring timely, courteous, and effective communication with customers and maintaining high levels of customer satisfaction.

Roles and Responsibilities:

Customer Query Management

• Monitor and manage the dedicated customer service email ID on a daily basis.
• Acknowledge receipt of all queries and complaints within the defined TAT (Turnaround Time).
• Provide accurate and timely responses to customers regarding product information, delivery issues, quality complaints, etc.

Complaint Resolution

• Investigate customer complaints by coordinating with Sales, Logistics, Quality, and Production teams.
• Ensure closure of complaints by following up with concerned teams and updating customers on resolution status.
• Maintain a log of all customer complaints and actions taken for closure.

Internal Coordination

• Forward queries to relevant departments and track follow-ups till closure.
• Escalate unresolved issues or delays to higher authorities for quick resolution.

Reporting and Analysis

• Maintain daily/weekly MIS for complaints, queries, and resolution status.
• Analyze recurring complaints and suggest preventive actions to reduce customer issues.
• Prepare monthly dashboards for management review.

Customer Experience

• Build a customer-first culture by ensuring every interaction leaves a positive impact.
• Maintain a professional and empathetic tone in all written and verbal communication.
• Take feedback post-resolution to assess customer satisfaction.

You can reach out to me at [email protected]