Contact Center Agent

Overview

The Contact Center Agent role at Cutie Pie Cakes based in Kochi, Kerala involves delivering excellent customer service by managing inquiries, orders, complaints, and sales initiatives across various channels. This position is integral to fostering a seamless experience for customers and contributing to sales targets within the UAE Customer Care team while operating from India.

Primary Responsibilities

• Respond promptly and professionally to customer questions, requests, and issues via telephone, email, WhatsApp, and social media platforms.
• Convert customer engagements into sales by suggesting products, highlighting seasonal promotions, and optimizing sales potential.
• Promote additional products such as cakes, bakery items, gifts, and supplementary services by upselling and cross-selling to meet sales goals.
• Accurately manage customer orders including placements, amendments, cancellations, refunds, and exchanges.
• Address and resolve complaints by diagnosing root causes, collaborating with relevant teams, and ensuring timely problem-solving.
• Follow up on quotes, unattended inquiries, and pending orders to improve sales conversion rates.
• Coordinate with production, logistics, store, and delivery departments to guarantee timely and precise completion of orders.
• Maintain and update customer data and interaction records in the CRM system.
• Escalate complex or unresolved issues to appropriate internal departments as necessary.
• Achieve and maintain performance indicators including customer service KPIs, sales targets, and prompt response timings.
• Identify and suggest opportunities for improving the overall customer experience and internal processes.
• Carry out administrative and additional assigned customer care duties.

Experience and Skills Required

• Between one and three years of experience in customer care, contact centers, tele-sales, or similar customer-facing roles.
• Proven capability in managing customer inquiries, complaints, and order processing effectively.
• Prior experience in sales conversion, upselling, and cross-selling will be advantageous.
• Preferred background includes hospitality, food and beverage, retail, or related sectors.
• Strong communication skills in both spoken and written English are essential.