Role: Ensure customers have a seamless experience — from placing orders to delivery, handling queries and complaints.

Responsibilities:

• Handle order intake — through website, phone, chat etc. Ensure order details are correctly captured.

• Provide pre-order support (flavours, custom designs etc.) and post-order follow up.

• Track orders, communicate with production & delivery on delays or special instructions.

• Resolve customer grievances, process refunds or re-bakes as per policy.

• Gather feedback to improve product, delivery, customer experience.

• Manage a small team of customer service representatives.

• Work with marketing / product teams to implement customer feedback.

Qualifications:

• Prior experience in customer support / operations with a consumer-facing product, ideally food or delivery.

• Good communication skills (written & verbal).

• Empathy, patience, ability to handle complaints.

• Some exposure to e-commerce or online ordering platforms.