Customer Service Executive

Position Overview:

Responsible for driving sales, enhancing customer engagement, maintaining product knowledge, and ensuring timely stock management to optimize business performance and customer satisfaction.

Position Information:

Job Title: Customer Service Executive
Department: Store
Reporting To: Manager
Location: Borivali & Thane
Basic Qualification: HSC & above
Experience: 2 – 5 years

Key Responsibilities:

Sales and Revenue:

• Sell products and fulfil customer requirements.
• Implement upselling/cross-selling strategies to increase basket size and maintain a high average ticket size.
• Process customer orders efficiently.

Customer Engagement and Relationship:

• Enter daily walk-in data into CRM.
• Conduct Kitty/Birthday Anniversary calls and manage customer gifting.
• Follow up with customers for future visits, generate leads from various sources, and maintain communication with clients through tele-calling.
• Collect Google reviews from customers.
• Deliver an exceptional customer experience from greeting to post-sales service.
• Ensure customer satisfaction throughout the purchase process.
• Foster and maintain positive relationships with clients by offering support, information, and guidance.
• Establish, cultivate, and uphold positive business and customer relationships.
• Handle customer inquiries, address complaints, and provide solutions.

Product Knowledge:

• Analysing available collections, features, specifications, pricing, and best-selling products, while identifying product gaps in design and weight, and sharing insights on both popular and slow-moving items.

Timely Stock Management:

• Conduct daily stock counts and promptly send reports.
• Ensure collections are displayed categorically on the floor and in the safe.
• Arrange stock by range.
• Identify and send repair/polishing products to the respective department every fifteen days, ensuring timely follow-up for the return of products to the showroom.
• Review Katan products and provide updates to the Diamond and Madhuban merchandising team.

Additional Information:

Company Industry: Jewellery
Employment Status: Full Time
Employment Type: Permanent
Working Days: Rotational Shift Office
Timings: 10:45 AM to 09:30 PM

Other essential skills:

• Sales and Customer Service Skills
• Communication and Relationship Building
• Time Management and Organizational Skills
• Jewellery Product Knowledge

Benefits:

• Competitive salary and performance-based bonuses
• Health and wellness benefits
• Opportunities for professional development and growth
• A collaborative and dynamic work environment
• Employee discounts on Manubhai’s jewellery products