Customer Support Executive

Job Title: Call Center Executive / Customer Support Executive

Company: Enoki Hospitality Pvt. Ltd.

Location: Gurgaon

Department: Customer Support / Operations

Employment Type: Full-time

Shift: Night Shift

Job Overview

We are looking for proactive and customer-focused Call Center Executives to manage inbound

customer calls, assist with food orders, handle customer queries, and coordinate with internal

teams for smooth order processing. The role is crucial in ensuring a seamless customer

experience across our delivery kitchen brands.

Key Responsibilities

• Handle inbound and outbound customer calls related to food orders, complaints, and

general queries.

• Assist customers in placing orders and providing menu information.

• Coordinate with kitchen teams and delivery partners to ensure timely order

preparation and dispatch.

• Address customer complaints and service issues professionally and escalate when

required.

• Maintain accurate call records and customer details in the system.

• Provide updates to customers regarding order status, delays, or changes.

• Work closely with operations and kitchen teams to resolve customer concerns quickly.

• Ensure high levels of customer satisfaction and service quality.

Key Skills & Requirements

• Minimum 1–2 year experience in call center / customer support (F&B or food delivery

preferred).

• Good communication skills in Hindi and English.

• Ability to handle high call volumes and multitask.

• Basic computer skills and familiarity with CRM/order management systems.

• Strong problem-solving and customer handling skills.

• Ability to work in rotational shifts, weekends, and holidays if required.

Preferred Qualifications

• Experience in food delivery platforms or restaurant customer support.

• Familiarity with Swiggy / Zomato order handling.

• Experience working with cloud kitchens or restaurant chains.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)

• Average call handling time

• First call resolution rate

• Order accuracy and complaint resolution time