Apply on Employer Site

Malabar Gold & Diamonds · 5 months ago

Customer Relation Executive

Austin, TX

Full-time

Onsite

New Grad, Entry Level

Malabar Gold & Diamonds is a leading jewelry retailer, and they are seeking a Customer Relation Executive to enhance customer engagement and satisfaction. The role involves welcoming customers, handling inquiries, maintaining records, and supporting sales and marketing efforts to ensure a positive shopping experience.

Luxury Goods & Jewelry

Responsibilities

Welcome the customer and engage with them to understand their requirement

Assigning sale staff to assist customers

Staying up to date on company products and policies to provide accurate information to customers

Handling in-store customer inquiries promptly and resolving issues in a timely manner

Communicating with customers through various channels such as phone call, email, WhatsApp broadcast in case of any occasions, such as weddings, birthdays or marketing campaigns and making all the arrangements to hand over special gifts to the customers

Keeping accurate records of customer tele calling activities and all interactions with customers, while ensuring to respect and maintain data confidentiality

Updating the CFF data collected by the sales staff in the system and preparing a CRM report to submit to the regional CRM team

Responding to Email enquiries to customers and escalating to Store Manager and Regional CRM in case of escalation

To ensure 100% customer data collection and escalating to the store manager if necessary

Conducting customer satisfaction surveys and gathering feedback especially, who leave without making a purchase and updating the same in the Lost Customer Data (LCD) tracker

Maintaining the Lost customers Data Report by updating the reasons for their loss

Daily check and update the Google review comments of their store and reporting the performance of every staff member as per the reviews posted

Preparing monthly Google review, Staff Performance, CRM data collection, LCD report, direct marketing, and complaint reports to Regional CRM

Support sales team in sales activities during peak hours and if salesperson is occupied with other customers

Adhering to the company grooming policy and being well-groomed as per the guidelines

Provide support to the marketing team for potential customer visits and exhibitions

Overall, enhancing the customer shopping experience inside the store

Qualification

Customer engagementCRM reportingData confidentialityCustomer satisfaction surveysCommunication skills

Required