Customer Relationship Manager

Role Overview

The Customer Experience Associate will be the primary point of communication for customers purchasing luxury handbags and accessories. The role focuses on delivering a premium, seamless, and trustworthy experience—from first enquiry to post-purchase support.

You will handle customer queries, order updates,logistics coordination, and ensure every client interaction reflects the high standard.

• KEY RESPONSIBILITIES
• Customer Interaction & SupportRespond to customer enquiries via WhatsApp, Instagram DM, and calls in a professional and timely manner.
• Assist customers in choosing products, providing details such as colour, size, condition, pricing, availability, and authenticity.
• Maintain polite, calm, luxury-brand communication at all times.
• 2. Sales Assistance
• Guide customers through the purchase journey from enquiry → selection → invoicing → payment confirmation → delivery.
• Send product photos, videos, condition reports, and alternatives based on customer requirements.
• Maintain a high conversion rate and generate repeat business through excellent support.

3. Order Processing

• Coordinate order confirmations after payment.
• Share invoices, shipping timelines, and delivery details with customers.
• Work closely with the logistics team for accurate and timely dispatch of orders.

4. After-Sales Service

• Handle queries related to order updates, tracking, packaging, and product care.
• Manage any concerns related to condition, authenticity, or expectations.
• Collect customer feedback and share insights with the management team.

5. CRM & Data Management

• Maintain updated customer records, interactions, complaints, and purchase history.
• Track leads, follow-ups, and repeat customer potential.
• Prepare weekly summaries of customer enquiries and sales closures.

6. Brand Representation

• Represent Siphon Luxury’s values: trust, authenticity, premium service, and transparency.
• Ensure communication language, tone, and etiquette match high-end luxury standards.
• Assist in maintaining the brand’s positive reputation online and offline.

SKILLS & QUALIFICATIONS REQUIRED

• Strong communication skills (English + Hindi).
• Confident handling luxury clients and high-ticket purchases.
• Prior experience in customer service, sales, or luxury retail preferred.
• High attention to detail and ability to multitask.
• Good understanding of WhatsApp, Instagram, and basic CRM tools.
• Customer-first mindset with patience and problem-solving skills.

WORK STYLE

• Fast response time
• Extremely organised
• Calm under pressure
• Empathetic but firm when needed
• Representing the brand like a luxury consultant
• Performance incentives based on conversions, repeat customers, and customer satisfaction.