Receptionist / Front Office Executive

Job Title: Front Office - Receptionist - Customer Relationship Manager

About Us: We are the leader in the Interior Sector, is renowned for delivering exquisite Metal Designs in the luxury and premium segments. Committed to excellence, innovation, and customer satisfaction, we are expanding our team.

Overview: As a Customer Relationship Manager, you will play a pivotal role in ensuring our customers receive exceptional service and support. You will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring customer satisfaction.

This position requires a strong commitment to customer service excellence, effective communication skills, and the ability to problem-solve in a fast-paced environment.

Key Responsibilities: 

1. Customer

Engagement & Relationship Building·        Build and maintain strong, long-term relationships with customers.

·        Understand customer needs and preferences to offer personalized product recommendations.

·        Serve as the main point of contact for VIP or frequent buyers.

2. Sales Support

& Upselling·        Collaborate with the sales team to manage customer accounts and close sales.

·        Identify upselling and cross-selling opportunities based on purchase history and customer behavior.

·        Provide after-sales support and follow-up.

3. Customer

Service Management·        Handle customer inquiries, feedback, and complaints promptly and professionally.

·        Resolve issues related to orders, delivery, product quality, or returns.

·        Ensure high levels of customer satisfaction and retention.

4. CRM System

Management·        Maintain and update customer databases (e.g., HubSpot, Zoho, Salesforce).

·        Track customer interactions, order history, and communication logs.

·        Generate reports on customer trends, complaints, and loyalty metrics.

5. Loyalty &

Retention Programs·        Design and implement customer loyalty or reward programs.

·        Track effectiveness of retention strategies and make improvements.

·        Encourage repeat purchases through email marketing, exclusive offers, and personalized promotions.

Skills and Qualifications:·        Proven customer support experience or experience in a similar role.

·        Strong phone contact handling skills and active listening.

·        Excellent communication and interpersonal skills.

·        Ability to multi-task, prioritize, and manage time effectively.

·        Familiarity with CRM systems and practices.

·        High school diploma; additional qualifications will be a plus.

Attributes: 

·        Customer-focused mindset with a passion for helping people.

·        Problem-solving skills and the ability to think creatively to resolve issues.

·        Patience and empathy in handling customer concerns.

·        Adaptability to navigate through different customer personalities and situations.

·        Commitment to continuous learning and improvement.

Preferred Industry Experience: 

·        Elevate your career with Laiton Crafts by bringing your sales expertise from a range of prestigious industries. We seek candidates with a passion for delivering excellence in the luxury segments, including:

·        Home Décor - High End &Arts Sales/ Premium Products & Luxury Experience Selling

·        Luxury Fashion/Luxury Automobiles/Hospitality and Travel – High End

·        Jewelry/Watches/Fine Arts & Antiques/Premium Technology

·        These are only few to name, we encourage you to apply if you have relevant experience or aspiration to excel in similar High-end industries.