Position Overview: Customer Relations Officer (CRO) plays a vital role in delivering an exceptional customer experience by building and nurturing long-term relationships with clients. The role focuses on providing personalized service, ensuring customer satisfaction, and strengthening brand loyalty throughout the customer journey. The ideal candidate should possess excellent interpersonal skills, a customer-centric approach, and a passion for delivering outstanding service in the jewellery retail industry.

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal, relationship management, and customer service skills.
• Proficiency in MS Office and CRM software is an advantage.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced retail environment.
• Previous experience in customer service, retail, hospitality, luxury retail, or jewellery industry will be preferred.
• Freshers with excellent communication skills and a customer-focused attitude are also encouraged to apply.

Perks & Benefits

• Competitive Salary
• Performance-Based Incentives
• Professional Training & Career Development
• Employee Discounts on Jewellery
   

Key Responsibilities

• Welcome customers with warmth and professionalism, understanding their jewellery preferences and purchase requirements.
• Develop and maintain strong customer relationships to enhance loyalty and encourage repeat business.
• Maintain accurate customer records, including purchase history, preferences, and important occasions, to provide personalized service.
• Conduct post-purchase follow-ups to ensure customer satisfaction and gather valuable feedback.
• Respond promptly and professionally to customer enquiries, service requests, and feedback across multiple communication channels.
• Coordinate with the Sales, Production, and Service teams to ensure timely order fulfilment, repairs, and after-sales support.
• Engage with premium and repeat customers through calls, messages, and personalized invitations for exclusive events and new collections.
• Support the planning and execution of customer engagement initiatives, loyalty programs, festive campaigns, and promotional events.
• Monitor customer interactions and engagement metrics to identify opportunities for improving service quality and customer retention.
• Resolve customer concerns efficiently with empathy, professionalism, and a solution-oriented approach.
• Collaborate with the Sales and Marketing teams to support lead generation, customer retention, and relationship-building initiatives.
• Ensure all customer interactions reflect the company's service standards, values, and commitment to excellence.