Customer Relationship Management Specialist

Company: Caterspoint Futuristic Foods
Experience Required: 3+
Location: Delhi (Ghitorni)
Shift: Rotational Shifts
Workdays: 6 days working with rotational week off
Budget: 25K to 28K per month
Company Details:
Caterspoint Futuristic Foods is a fast-growing cloud kitchen and food services brand based in South Delhi. We specialize in delivering high-quality, hygienic, and chef-crafted meals with strong focus on innovation, consistency, and customer satisfaction. With our expanding operations and modern approach to food production, we aim to provide excellent taste, service, and a superior dining experience.
Role Overview:
We are looking for an experienced CRM Specialist to manage customer interactions, handle a customer support team, resolve complaints, monitor service quality, and maintain accurate customer and CRM data. The ideal candidate should have strong communication and problem-solving skills, the ability to handle escalated customer concerns, and experience in managing a team in a customer service or CRM environment.
Key Responsibilities:
Manage and supervise the CRM/customer support team to ensure smooth day-to-day operations.
Handle customer queries and concerns through calls, emails, messages, and other communication channels.
Manage inbound calls professionally and ensure effective resolution of customer concerns.
Handle critical and escalated customer complaints with a customer-focused approach.
Ensure timely closure of customer complaints and follow up where required.
Coordinate with Operations, & Kitchen and other internal teams to resolve customer issues.
Maintain and regularly update customer information, interaction records, feedback, and complaint data.
Prepare and maintain accurate CRM reports and MIS.
Monitor customer ratings, reviews, feedback, and complaint trends to identify recurring issues.
Conduct regular/weekly coordination meetings with Shift Managers and Area Managers regarding customer concerns and service improvement.
Identify gaps in customer service processes and recommend suitable improvements.
Ensure accurate and timely updating of data on AppSheet, CRM software, or other company platforms.
Required Skills:
Good communication and interpersonal skills
Ability to handle a team and dissatisfied customers
Problem-solving and conflict resolution skills
Good knowledge of MS Excel and data management
Ability to handle inbound calls and customer interactions
Ability to follow SOPs and processes
Good organizational and data management skills
Understanding of customer ratings, reviews and complaint trends
Ability to identify process gaps and improve the CRM system
KPI Targets:
Call Answer Rate 100%
Complaint Closure: 95%+ complaints closed
AHT = Average Handle Time < 2 Min
ACW < 30 secs
Customer Satisfaction: Maintain 90%+ CSAT
CRM Data Accuracy: Maintain 98%+ accuracy in customer records and reports.
Critical Complaint Escalation: 100% critical food-quality/hygiene complaints escalated immediately.
Customer Ratings/Reviews: Increase rating to at least - 4.7 / 5.0
Qualification: Graduate in any discipline.
Benefits:
Food provided
Paid time off
Paid sick leave
Provident Fund
Opportunity to work in a fast-growing food-tech/cloud kitchen environment
Interested candidates can share their cover letter and CV at sachin@caterspoint.com.

Work arrangement
No