Customer Relations Officer

Job Requirements

The Customer Relations Officer (CRO) is responsible for delivering a high standard of customer service, building long-term relationships with clients, handling inquiries and complaints professionally, and ensuring a positive in-store experience. The CRO also supports sales and after-sales services, contributing to the store’s customer retention and satisfaction goals.

Key Responsibilities:

1. Customer Service & Engagement

Greet customers warmly and provide personalized assistance.

Understand customer needs and guide them in selecting watches and accessories.

Offer detailed product information, including brand heritage, features, warranty, and pricing.

Maintain a professional and approachable demeanor at all times.

2. After-Sales Support

Handle customer concerns, complaints, returns, and exchanges in line with company policy.

Coordinate repair services, warranty claims, and product servicing.

Follow up with customers to ensure issues are resolved satisfactorily.

3. Relationship Management

Build rapport with clients and encourage repeat business.

Maintain customer records and preferences using CRM tools or store logs.

Notify customers about new arrivals, promotions, and events.

4. Sales Support

Assist the sales team in meeting sales targets by enhancing customer satisfaction.

Upsell or cross-sell products when appropriate.

Coordinate with the inventory team for product availability and special orders.

5. Operational Duties

Maintain the customer service desk and ensure cleanliness and order.

Record daily customer interactions and escalate unresolved issues.

Participate in training sessions to stay updated on new products and policies.

Work Experience

Excellent communication and interpersonal skills

Strong problem-solving and conflict-resolution abilities

Knowledge of luxury products or watch brands preferred

Customer-first mindset with attention to detail

Prior experience in retail or customer service is a plus