Job Purpose
The Customer Service Executive is responsible for handling customer interactions across calls, messages, and digital platforms, ensuring quick resolution of complaints, order-related issues, and service queries while maintaining high customer satisfaction and brand standards.
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Key Responsibilities
Customer Interaction & Support
• Handle inbound customer calls, WhatsApp messages, emails, and app-based complaints.
• Respond politely, professionally, and promptly to all customer queries.
• Provide accurate information about menu items, pricing, offers, and outlet timings.
• Handle escalations calmly and ensure resolution within defined TATs.
Complaint Handling & Resolution
• Register customer complaints accurately in the CRM / tracking system.
• Coordinate with outlet staff, delivery partners, and managers to resolve issues.
• Follow approved compensation and recovery guidelines (refunds, replacements, coupons).
• Ensure proper follow-up until the complaint is fully resolved.
• Identify recurring issues and report patterns to the supervisor.
Order & Platform Support
• Assist customers with:
o App order issues
o Payment failures
o Delivery delays
o Missing or incorrect items
o Coupon and loyalty point concerns
• Liaise with delivery aggregators when required.
Internal Coordination
• Communicate clearly with outlet managers, kitchen teams, and area managers.
• Escalate critical issues immediately (food safety, outlet closure, serious complaints).
• Maintain professionalism while dealing with internal teams.
Documentation & Reporting
• Maintain accurate records of all customer interactions.
• Update CRM notes with proper resolution details.
• Submit daily and weekly reports on:
o Number of calls/messages handled
o Complaint categories
o Resolution time
o Customer satisfaction feedback
Compliance & Quality
• Follow company SOPs, escalation matrices, and communication guidelines.
• Maintain confidentiality of customer and business data.
• Meet performance targets related to response time, resolution rate, and CSAT.
Required Skills & Competencies
• Strong verbal and written communication skills
• Excellent listening and problem-solving abilities
• Customer-first attitude with empathy and patience
• Ability to handle pressure and high call/message volumes
• Basic computer skills (CRM, POS understanding preferred)
• Team player with a professional mindset
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Qualifications
• Minimum Experience:
o 1–3 years in customer service (QSR / food delivery / retail preferred)
• Language proficiency:
o English, Sinhala & Tamil
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Working Conditions
• Shift-based role (including weekends and holidays)
• Office-based
- ikman සහාය කණ්ඩායම් කිසිවිටෙක චැට් මෙසෙජ් යවන්නේ නැත!ලින්ක් ක්ලික් නොකරන්න, කිසි විටක කාඩ්පත් විස්තර හෝ OTP ඉල්ලන්නේ නැත. ikman බෙදා හැරීමේ සේවා ලබා නොදෙයි.