Customer Service Executive | Customer Satisfaction & Retention

Job Title: Call Centre Representative Job Type: Full-time Job Location: Dahisar East, Mumbai Mode - Work from OfficeWe are seeking a warm and customer-focused individual to join our call centre team.

As the first point of contact for Criniti’s guests, you will handle incoming calls, assist with reservations, answer questions, and provide helpful information. Your goal is to make every caller feel welcome, valued, and supported. You will represent the Criniti’s brand with warmth, confidence, and professionalism while ensuring guests receive accurate information and exceptional service at all times. About Our Client: Our client is a renowned restaurant group in Australia, operating 10 locations nationwide. Established in 2003, they specialise in serving authentic Italian cuisine, offering a menu that features exclusive signature dishes available only at their restaurants. With a steadfast commitment to quality and tradition, they have earned a distinguished reputation as a leader in the Italian dining industry.

Responsibilities

• Answer incoming calls promptly with warmth, clarity, and professionalism, while efficiently handling customer enquiries across calls, emails, and WhatsApp — including booking and reservation requests.
• Monitor and respond to email and WhatsApp enquiries with professionalism and accuracy, ensuring no messages or complaints are overlooked.
• Provide detailed information about our products and services while actively listening to guests needs and personalising the experience whenever possible.
• Address customer inquiries and resolve issues or concerns in a timely manner.
• Guide guests confidently on offerings, venue details, and reservation terms.
• Escalate complex complaints or issues to the appropriate department or personnel as needed.
• Maintain exceptional customer service standards during every interaction, while contributing positively to team culture, communication, and overall performance. Qualifications & Experience:
• Prior experience in a call centre or customer service.
• Strong verbal communication and phone etiquette.
• Availability to work flexible hours, including late night shift, early morning, and weekends, as required.
• Proficiency in using basic computer applications like web applications, Microsoft Office, CRM tools, etc.
• Immediate joiner would be preferred.Competencies:
• Positive, Warm and Professional Phone Manner
• Active Listener with Strong Empathy
• Confident Communicator and Problem Solver
• Strong attention to detail and Accuracy
• Ability to multitask in a fast-paced environment
• Reliable, Punctual and committed to Teamwork
• Motivated with pride in representing the brand