Customer Relations Executive

Welcome to Our Store

Welcome the customer and engage with them to understand their requirements. Handling in-store customer inquiries promptly and resolving issues in a timely manner. Communicating with customers through various channels such as phone calls, emails, and WhatsApp broadcasts for occasions like weddings, birthdays, or marketing campaigns, and making all the arrangements to hand over special gifts to the customers.

Customer Interaction and Data Management

• Keeping accurate records of customer telecalling 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 the 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 from those 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.

Google Reviews and Performance Reporting

• Daily check and update the Google review comments of your 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 the Regional CRM.

Sales Support and Marketing Assistance

• Supporting the sales team in sales activities during peak hours and if a salesperson is occupied with other customers.
• Providing support to the marketing team for potential customer visits and exhibitions.

Enhancing Customer Experience

• Ensuring adherence to the company grooming policy and being well-groomed as per the guidelines.
• Overall enhancing the customer shopping experience inside the store.