Customer Relationship Officer

**Brand:** Titan World / Helios

**Department:** Retail Operations

**Location:** Bangalore

**Reporting To:** Store Manager / Cluster Manager

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## **1. Role Summary**

The Customer Relations Officer (CRO) is responsible for delivering an exceptional in-store customer experience and building strong customer relationships for Titan World / Helios. The role focuses on customer engagement, service excellence, sales support, and ensuring that every guest leaves with a positive impression of the brand.

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## **2. Key Responsibilities**

### **A. Customer Experience & Service**

- Greet and assist all walk-in customers promptly and courteously.

- Understand customer needs and guide them through the product range (watches, accessories, smart wearables, etc.).

- Provide product demonstrations, feature comparisons and after-sales guidance.

- Handle customer queries, complaints, returns and repairs with professionalism.

- Ensure high customer satisfaction and maintain the brand’s service standards.

### **B. Sales Support**

- Support the sales team in achieving store targets by identifying customer needs and cross-selling/upselling relevant products.

- Assist in new product launches, promotional activities, and visual merchandising.

- Update customers on loyalty programs, warranties, offers, and Titan/Helios services.

### **C. Customer Relationship Management**

- Maintain customer records in the CRM system (purchases, preferences, birthdays, service details).

- Follow up with customers for service updates, order pickups, and product enquiries.

- Build long-term customer relationships to encourage repeat visits and referrals.

### **D. Store Operations**

- Support daily store operations including stock replenishment, product tagging, and cleanliness of displays.

- Coordinate with the service centre for watch repairs, battery changes, and warranty claims.

- Ensure compliance with company policies, billing accuracy, and security guidelines.

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## **3. Skills & Competencies**

### **Technical / Product Skills**

- Basic knowledge of watches, wearables, movements, and accessories (training will be provided).

- Understanding of CRM tools and POS systems.

### **Customer-Centric Skills**

- Excellent communication and interpersonal skills.

- Strong listening, problem-solving and conflict-resolution ability.

- Ability to engage customers and create memorable store experiences.

### **Behavioral Competencies**

- Presentable, courteous, and positive attitude.

- Team player with a customer-first approach.

- Time management and multitasking capabilities.

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## **4. Education & Experience**

- **Qualification:** 12th Pass / Graduate in any discipline (preferred).

- **Experience:** 0–3 years in retail, hospitality, customer service, or luxury sales.

- Freshers with strong communication skills may also apply.

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## **5. Key Performance Indicators (KPIs)**

- Customer Satisfaction Score (CSAT)

- Repeat Customer Ratio

- Service TAT (repairs/complaints resolution)

- CRM Data Accuracy & Customer Engagement

- Sales Contribution (cross-selling/upselling support)

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## **6. Work Environment**

- Retail store environment with shift-based working hours.