Customer Experience Executive

Job Summary:

To enhance the overall Customer Experience by effectively managing leads, handling missed customers, connecting with potential customers, ensuring prompt response to calls and Google My Business (GMB) queries, and delivering a warm welcome and goodbye experience at the store. The Customer Experience Executive will play a key role in converting leads to store walk-ins and strengthening customer relationships.

Key Responsibilities:

1. Lead Management

• Connect with leads received through calls, online platforms, and marketing channels.
• Convert qualified leads into store walk-ins through effective communication and follow-ups.
• Maintain lead status and regularly update the tracker with outcomes.

2. Customer Conversion Follow-up

• Analyze reasons why walk-in customers did not make a purchase and identify areas for improvement in store experience or product availability.
• Coordinate with the store and sales team to implement corrective actions that enhance conversion rates.

3. Customer Communication

• Attend all inbound customer calls promptly and provide product or service information.
• Follow up with customers who visited but didn’t purchase, offering assistance or updates on products, offers, or availability.
• Support customers with queries related to stock availability, pricing, or ongoing offers.
• Maintain courteous and professional communication at all times.

4. GMB (Google My Business) Management

• Respond to customer reviews, queries, and messages on GMB.
• Encourage satisfied customers to share positive reviews.
• Escalate critical feedback to the Store Manager for resolution.

5. In-Store Customer Experience

• Greet customers warmly on arrival and ensure a pleasant closing interaction.
• Create a friendly, helpful environment that makes every visitor feel valued.
• Support the store team in maintaining a high standard of customer service and store ambience.

Key Result Areas (KRAs):

• Lead Conversion Rate (Leads to Walk-ins)
• Missed Customer Recovery Rate
• Call Response and Resolution Time
• GMB Engagement & Review Ratings
• In-store Customer Satisfaction Feedback

Preferred Skills:

• Excellent communication and interpersonal skills
• Customer-first mindset with a friendly and positive attitude
• Confidence in handling calls and digital customer interactions
• Good coordination and follow-up ability
• Familiarity with CRM tools or lead tracking (preferred)

Qualifications & Experience:

• Graduate (any discipline)
• 1–3 years of experience in customer service, retail, or front office roles (preferably in retail or sports sector)

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹15,000.00 per month

Work Location: In person