Customer Care Executive

1. Job PurposeTo maintain strong relationships with customers, ensure excellent customer service, encourage repeat purchases, and deliver a premium customer experience in line with the brand standards of Rohins Jewellery House Pvt. Ltd.

2. Key ResponsibilitiesA. Customer Relationship Management

• Build and maintain positive relationships with existing and prospective customers.
• Make follow-up calls and send WhatsApp messages to customers regarding purchases, enquiries, offers, and special occasions.
• Maintain customer records and update contact details, preferences, and purchase history in the CRM system.
• Encourage repeat visits and customer loyalty through regular engagement.

B. Customer Experience & Support

• Welcome customers warmly and professionally.
• Understand customer requirements and coordinate with the sales team to ensure proper assistance.
• Handle customer queries, complaints, and feedback politely and efficiently.
• Coordinate with the concerned departments to resolve customer issues promptly.
• Ensure every customer receives a professional and premium service experience.

C. Sales Support & Customer Engagement

• Follow up on customer enquiries and convert potential leads into showroom visits.
• Inform customers about new jewellery collections, launches, events, and promotional activities as authorised by management.
• Coordinate with the sales team regarding customer requirements and follow-ups.
• Maintain regular communication with existing customers to generate repeat business and referrals.

D. Data Management & Reporting

• Maintain accurate customer databases and enquiry records.
• Update daily calling, follow-up, and customer response reports.
• Track customer enquiries, showroom visits, conversions, and repeat purchases.
• Prepare daily and monthly reports for the reporting manager.
• Maintain strict confidentiality of customer information and company data.
• 3. Required Skills & QualificationsGraduate in any discipline; a degree in Business Administration or Marketing is preferred.
• Good verbal and written communication skills.
• Proficiency in MS Excel, email, WhatsApp Business, and CRM software.
• Strong interpersonal and customer-handling skills.
• Professional attitude, patience, and a customer-first mindset.
• Ability to manage multiple customer follow-ups and meet targets.
• Experience in jewellery, luxury retail, hospitality, or premium customer service will be an advantage.