Office Assistant

Position Overview

A multi-functional role combining customer service excellence with operational coordination. The ideal candidate will manage customer interactions across channels, oversee order fulfillment, handle grievances, and support administrative functions. This role is critical to ensuring seamless customer experience and efficient business operations.

Key Responsibilities

Customer Care & Communication

• Manage inbound and outbound customer care calls professionally and courteously
• Address customer inquiries, provide product information, and resolve issues promptly
• Maintain detailed call records and customer interaction logs

Order Management

• Process and coordinate online orders from receipt through dispatch
• Maintaining Overall Website of Agrawal Sweets (Products Addition/ Updation/ Rate Change etc)
• Managing Online Platform Orders like – Swiggy, Zomato etc
• Handle local/walk-in orders and ensure accurate order fulfillment
• Verify order details, confirm delivery timelines, and communicate updates to customers
• Track order status and resolve fulfillment delays

Dispatch & Logistics Coordination

• Coordinate with dispatch team for timely delivery of online orders
• Ensure proper packaging and labeling of orders
• Track shipment status and provide customers with delivery updates

Customer Grievance Resolution

• Document and investigate customer complaints professionally
• Work toward amicable resolutions while protecting business interests
• Follow up on grievances to ensure customer satisfaction
• Identify patterns in complaints and escalate systemic issues to management

MIS (Management Information System) Support

• Maintain and update customer databases and order records
• Generate basic reports on orders, sales, and customer interactions
• Ensure data accuracy and timely reporting to management
• Support inventory and sales tracking as needed

Office Administration and Banking Support

• Handle general administrative tasks: scheduling, filing, correspondence
• Maintain office organization and supplies
• Assist with event coordination and customer communications
• Downloading Bank Statement and making adhoc payments as and when needed
• Giving information to outlets on various payments
• Maintaining and Paying Various Bills like – 
• Electricity
• Telephone
• Mobile etc

Required Qualifications

• Education: Graduate Prefered
• Experience: 1-2 years in customer service, call center, or order management roles (or equivalent)
• Communication: Fluent in English and Hindi 
• Technical Skills:
• Comfortable with computer systems, MS Office, email, and basic CRM/ERP software
• Ability to learn new tools quickly
• Attributes:
• Patient, empathetic, and customer-focused
• Problem-solving mindset
• Organized and detail-oriented
• Ability to multitask and prioritize under pressure
• Professional telephone etiquette

Preferred Qualifications

• Prior experience in F&B, retail, or food-business customer service
• Familiarity with online order platforms or e-commerce systems
• Basic data entry and reporting skills
• Knowledge of local Indore market and customer base