Customer Relationship Officer -Helios- Hyd Airport

Job Overview:

Customer Relationship Officer (CRO)

Key Responsibilities:

• Customer Support

  : Act as the primary point of contact for customers, providing assistance via phone, email, in-person, and online chat. Address inquiries related to watch features, warranty, repairs, and product availability.

• Product Expertise

  : Offer expert guidance on watch types (luxury, mechanical, quartz, smartwatches, etc.), features, and maintenance. Help customers choose the right product based on their style and requirements.

• Relationship Building

  : Develop and nurture long-term relationships with customers, ensuring repeat business through personalized service and follow-up.

• Sales Support

  : Assist customers in making informed purchasing decisions. Upsell and cross-sell accessories such as straps, cases, and other related products to increase revenue.

• After-Sales Service

  : Coordinate and manage post-purchase services such as repairs, exchanges, and warranty claims. Ensure that customers are satisfied with the quality of their purchase.

• Customer Engagement

  : Engage with customers through social media platforms, ensuring timely responses to inquiries and addressing any concerns. Maintain positive brand representation across various channels.

• Feedback Collection

  : Gather customer feedback on products, services, and experiences to improve the overall customer journey.

• Problem Resolution

  : Address and resolve any customer complaints or issues related to products, services, or delivery with a focus on customer satisfaction and retention.

• Monitor Trends

  : Stay up-to-date on market trends in the watch industry, competitor products, and customer preferences to provide valuable insights to management.

Qualifications and Skills:

• Education

  : Bachelor's degree in Business, Marketing, or related fields (preferred).

• Experience

  : Previous experience in customer service, sales, or a customer relationship management role, preferably within the retail or luxury goods industry.

• Product Knowledge

  : Strong understanding of different types of watches (mechanical, automatic, quartz, smartwatches) and watch brands (luxury or mainstream).

• Excellent Communication

  : Exceptional verbal and written communication skills to engage with customers effectively.

• Problem-Solving Skills

  : Strong ability to handle difficult situations and resolve customer complaints efficiently.

• Attention to Detail

  : Ability to provide precise information regarding watch features, maintenance, and repairs.

• Sales Skills

  : Experience in upselling and cross-selling products, with a keen ability to understand and anticipate customer needs.

• Technological Proficiency

  : Comfortable using CRM software and digital tools to manage customer interactions and track sales. Familiarity with social media platforms for customer engagement is a plus.

• Customer-Oriented Attitude

  : A passion for delivering excellent customer service and building lasting customer relationships.

• Multilingual (Optional)

  : Ability to speak additional languages is an advantage, particularly for international customers.

Preferred Experience:

• Previous experience in the watch or luxury goods industry is a plus.
  
• Knowledge of watch servicing and repair processes is beneficial.