What We're Looking For

• 1–3 years of experience in client servicing, customer relationship management, sales, hospitality, F&B or a similar role.
• Excellent verbal and written communication.
• Strong command of Gujarati, Hindi & English.
• Good listening and interpersonal skills.
• Highly organized and detail-oriented.
• Comfortable handling multiple conversations and orders simultaneously.
• Good follow-up skills.
• Comfortable using WhatsApp, email, Instagram, and basic computer applications.
• Presentable and confident when interacting with customers.
• Comfortable visiting stores and meeting clients.
• Positive attitude and problem-solving mindset.

The Role

Key Responsibilities

Customer Communication

• Handle incoming customer calls and enquiries.
• Respond to WhatsApp, Instagram and email enquiries promptly.
• Communicate with customers regarding products, pricing, availability and customisation.
• Understand customer requirements and recommend suitable products.
• Maintain a polite, warm and professional tone across all communication channels.
• Follow up with customers when required.

Order Management

• Take and process customer orders accurately.
• Understand customized cake and dessert requirements.
• Collect all necessary order details, including date, occasion, flavor, size, design, delivery/pickup requirements, and special instructions.
• Coordinate with the production and store teams to execute the orders.
• Ensure customer requirements are clearly communicated internally.
• Follow up on pending payments, confirmations, and order details.
• Maintain accurate records of orders and customer information.

Client Relationship Management

• Build and maintain long-term relationships with customers.
• Follow up with existing customers for repeat orders and upcoming occasions.
• Maintain a database of important customers and their preferences.
• Identify opportunities for gifting, celebrations, customised cakes and other Le Fou offerings.
• Handle customer feedback professionally and coordinate internally to resolve issues.
• Ensure customers feel valued before, during and after their order.

Offline Client Servicing

• Regularly visit Le Fou stores.
• Meet and interact with customers when required.
• Coordinate with store teams to ensure a smooth customer experience.
• Assist in handling important/customized orders and special clients.
• Build relationships with local customers, businesses and potential B2B clients.

Internal Coordination

• Coordinate with production, store, delivery, and management teams.
• Ensure every order is communicated accurately and on time.
• Escalate issues or special requests to the relevant team.
• Follow up until the order is successfully completed.

Language Requirements

• • English
  • Hindi
  • Gujarati

You Will Be a Great Fit If You

• Actually enjoy talking to people.
• Remember customer preferences and details.
• Can handle a demanding customer without losing your calm.
• Understand that customer service is about creating an experience, not just taking an order.
• Be proactive with follow-ups.
• Take ownership of a customer's requirement from the first inquiry until the order is delivered.
• Have a natural ability to build relationships.

Key Success Metrics

• Response time to customer inquiries.
• Order accuracy.
• Customer satisfaction.
• Repeat orders.
• Customer retention.
• Number and quality of enquiries converted into orders.
• Follow-up consistency.
• Smooth coordination between customers and internal teams.
• Overall quality of the Le Fou customer experience.