Sales customer support

Company Description

Raiqa is building and operating technology-driven businesses focused on solving real-world problems and creating dependable customer experiences. One of its businesses, Pick My Chef, is focused on delivering fresh, convenient meals to customers through a seamless ordering and delivery experience.

We are looking for a Customer Experience Executive – Delivery Operations who can be the bridge between customers, delivery partners, and our internal operations team, ensuring that orders are delivered smoothly and customer issues are resolved quickly.

Role Description

The Customer Experience Executive – Delivery Operations is a full-time, on-site position based in Hyderabad, with a salary of up to ₹25,000 per month.

The role involves handling day-to-day customer and delivery-related queries and ensuring that orders move smoothly from confirmation to delivery.

Key Responsibilities

Handle customer calls, Whats App messages, and other customer queries related to orders and deliveries. Track orders and proactively follow up on delayed, missed, or problematic deliveries. Coordinate with delivery partners to ensure orders are picked up and delivered on time. Coordinate with the kitchen/operations team in case of order changes, delays, missing items, or other issues. Handle customer requests related to cancellations, refunds, replacements, and order modifications. Keep customers updated about the status of their orders and resolve issues in a timely and polite manner. Escalate urgent or unresolved delivery issues to the appropriate internal team. Maintain basic records of customer complaints, delivery issues, cancellations, and resolutions. Identify recurring operational issues and share feedback with the operations team to improve the overall customer experience. Ensure every customer interaction is handled professionally and with a solution-oriented approach. Support the team in managing day-to-day delivery operations during peak hours.

Qualifications

1–3 years of experience in customer experience, customer operations, delivery operations, order management, or a similar role. Experience with Swiggy, Zomato, Blinkit, Zepto, Instamart, Amazon, Big Basket, or other food delivery, e-commerce, logistics, or hyperlocal delivery companies will be preferred. Strong communication and interpersonal skills. Comfortable speaking with customers and delivery partners over phone and Whats App. Ability to remain calm and solution-oriented when handling complaints, delays, or difficult customers. Good coordination and follow-up skills. Ability to multitask and manage multiple orders/issues simultaneously, especially during peak hours. Basic computer skills and familiarity with Whats App, spreadsheets, and order management systems. Fluency in English, Hindi, and Telugu is preferred. Willingness to work on-site in Hyderabad and according to operational requirements, including peak meal hours when required. A degree/diploma is preferred but practical experience and the right attitude are more important.

Ideal Candidate

We are looking for someone who is quick on their feet, good with people, strong at follow-ups, and doesn't panic when things go wrong.

If you've worked in customer experience or delivery operations at a company like Swiggy or Zomato and are comfortable coordinating between customers, delivery partners, and internal teams, this role could be a great fit.