Customer Relationship Executive

1. Role Overview

The Customer Relationship Executive will be responsible for ensuring high customer satisfaction, smooth showroom interactions, and maintaining long-term client relationships. This role supports sales, manages customer follow-ups, and enhances the MDJ service experience in line with brand standards.

2. Key Responsibilities

A. Customer Handling & Service

• Welcome and engage customers with warmth, professionalism, and brand etiquette.
• Understand customer needs and guide them to the respective sales executive.
• Maintain customer comfort — seating, water, hospitality, queue management.
• Address customer concerns promptly and escalate when required.
• Ensure guests leave with a positive experience.

B. Customer Relationship Management

• Maintain accurate customer data in CRM.
• Execute follow-up calls for:
• Enquiries
• Wishlist products
• Repeat purchase reminders
• Event invitations (Utsav, Anniversaries, New launches)
• Track NPS and collect customer feedback politely.
• Manage special customer segments (Bridal, High-value clients, Repeat customers).

C. Coordination & Operational Support

• Coordinate with Sales, Cash, Accounts, and Store Manager for smooth workflow.
• Assist during rush hours, campaigns, and events.
• Support with billing corrections, exchange/repair updates, and delivery status.
• Maintain service desk documentation (complaint register, follow-up sheet, CRM logs).

D. Communication & Brand Representation

• Maintain MDJ greetings, tone, communication format, and professional appearance.
• Provide accurate information regarding collections, offers, schemes, and policies.
• Ensure consistent customer communication through WhatsApp, calls, SMS as per guidelines.

3. Skills Required

• Strong communication skills (Hindi, English; Bengali preferred for Kolkata).
• Customer-first mindset with patience and empathy.
• Smart grooming and good body language.
• Basic computer & CRM handling skills.
• Ability to handle multiple customers calmly.
• Follow-up discipline and attention to detail.

4. Performance Metrics (KPIs)

• Customer satisfaction score (NPS).
• Number and quality of follow-ups completed.
• Repeat customer footfall contribution.
• Service desk turnaround time.
• Accuracy of CRM data entry.
• Hospitality quality and showroom ambience support.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Leave encashment

Work Location: In person