Job Description

This role combines customer service / support responsibilities with hygiene oversight in the manufacturing/production facility. The incumbent will handle customer queries (via QComm portal, ecommerce channels etc.), manage issue resolution, and also ensure factory hygiene standards are met.Key Responsibilities1. Customer Support & Query Resolution- Handle customer queries, complaints and feedback via phone, email, chat, marketplace / ecomm portals.- Use the QComm / complaint management portal: triage, assign, follow up, close cases.- Ensure responses are within agreed Service Level Agreements (SLAs).- Maintain records of customer interactions, complaint status, resolution actions and outcomes.- Escalate unresolved or complex issues to appropriate internal stakeholders.- Collaborate with logistics, quality, operations, sales teams to ensure resolution.2. Communication Quality- Ensure that all communication with customers (written or verbal) adheres to brand voice, is clear, polite, grammatically correct.- Maintain high standards of communication : no misinformation, timely follow ups, proper documentation.3. Factory Hygiene & Food Safety Oversight- Conduct regular hygiene inspections / audits in factory premises: including production, storage, packing, sanitation, equipment condition, personal hygiene (staff uniforms, handwashing, protective gear etc.).- Monitor and ensure compliance with food safety standards (e.g. FSSAI, GMP, HACCP).- Report hygiene issues, coordinate corrective actions, ensure preventive measures are implemented.- Maintain hygiene checklists, logs, schedules, and inspection reportSkills &Requirements Experience- Prior experience (1-3 years) in customer support / complaint management, ideally in QComm / ecommerce environments.- Exposure to the food / FMCG manufacturing environment is strongly preferred. Strong knowledge of MS Excel, Advance Excel and Email Etiquettes. Customer Handling Skills- Strong verbal & written communication skills in English and [local language].- Empathy, patience, ability to stay calm under pressure.- Good listening skills: understanding customer issues accurately.- Conflict resolution skills: ability to manage irate or upset customers. Analytical & Problem Solving Ability- Ability to identify root causes of issues (both customer complaints and hygiene lapses), suggest corrective & preventive actions.- Comfortable generating regular reports: metrics like response / resolution time, customer satisfaction, hygiene nonconformities etc.Qualification Education: At least a graduate degree (any stream). Experience: Preferably 1-3 years in customer support / complaint handling, especially in QComm or ecommerce; prior exposure to FMCG / food industry hygiene roles is advantageous.Other: Good record of reliability; heightened sense of integrity (since hygiene & safety are involved); ability to follow SOPs strictly. (ref:updazz.com)

Skills Required