Job Description

Potful is South India's largest handi biryani brand, operating 27 cloud kitchens and serving 2M+ happy customers across Bangalore, Hyderabad, and Chennai. Established in 2017, we are rapidly expanding our geographical presence and constantly innovating. Our vision is to become India's most loved biryani brand.

We operate a cloud kitchen chain, serving customers on food aggregator platforms through online delivery. Our USP is making our authentic biryanis fresh-on-order, within the claypots themselves. We have a wide range of biryanis serving every taste and preference - from Hyderabadi, Kolkata, Lucknowi, Ambur, Donne. We are obsessed in providing excellent customer service and are proud to have this result in ratings of 4.2+ across our kitchens.

With over 360 employees presently, we are growing and are looking for individuals who are driven with the purpose of building a world-class business. As a startup, we are a close-knit organisation with a strong ownership culture. Every voice is valued and we support individuals to grow within the firm and wear multiple hats.

We are looking for a

Customer Support Executive

who can enhance our customers' experience by addressing their queries, resolving order-related concerns, and ensuring high customer satisfaction. As the voice of our brand, you will handle interactions across multiple channels, helping food lovers enjoy their favorite biryanis without hassle.

Key Responsibilities:

Coordinate with food aggregator representatives to discuss platform enhancements and operational needs. Respond to customer queries and reviews via comments, phone, email, DMs on social media and food aggregator platforms. Communicate with the kitchen and delivery teams to ensure smooth order fulfillment. Resolve product/service-related issues efficiently and professionally. Maintain a positive, empathetic, and professional attitude toward customers. Keep detailed records of customer interactions and transactions. Provide feedback to the team on recurring customer issues to improve service quality. Collaborate with internal teams to ensure customer needs are met. Assist customers with orders, refunds, app/website navigation or service modifications as needed. Stay up to date with company offers, products, and initiatives.

Qualifications:

Experience

: 0-1 years in customer support or call-centres. Fresh graduates are encouraged to apply.

Education

: Bachelor's degree (in any field) or equivalent

Communication

: Fluent in English (written & spoken) and Hindi (spoken). Tamil, Telugu or Kannada will be a plus.

Tech-Savvy

: Familiarity with food delivery apps, GSuite, MS Office and ticketing systems.

Problem-Solving

: Ability to think on your feet and resolve customer issues efficiently.

Patience & Empathy

: Passion for food and a customer-first mindset.

Flexibility

: Willingness to work in rotational shifts, weekends, and peak festive seasons when demand is high.
Job Type: Full-time

Pay: ₹18,000.00 - ₹20,000.00 per month

Work Location: In person