The Customer Relations Officer (CRO) is responsible for building and maintaining long-term relationships with customers, ensuring exceptional sales & service and satisfaction at every touchpoint. The role involves managing client interactions before, during, and after sales to enhance loyalty, repeat business, and brand reputation in the jewellery segment.

Key Responsibilities

• Welcome and engage customers warmly, understanding their jewellery preferences and requirements.
• Maintain and update customer profiles, purchase history, and special occasion details to enable personalized service.
• Follow up with clients post-purchase to ensure satisfaction and encourage repeat visits.
• Handle customer queries, feedback, and service requests in a timely and professional manner.
• Coordinate with sales, repair, and production teams to ensure smooth order fulfilment and after-sales service.
• Maintain regular communication with high-value clients through calls, messages, and personalized invitations.
• Assist in planning and executing loyalty programs, festive promotions, and exclusive customer events.
• Track and analyze customer engagement metrics to improve service quality.
• Resolve customer complaints with empathy, professionalism, and focus on retention.
• Support sales and marketing teams in lead generation and relationship-driven campaigns.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation with a warm and courteous approach.
• Understanding of jewellery products, materials, and market trends (training can be provided).
• Good organizational and follow-up abilities.
• Proficiency in MS Office and CRM software.
• Patience, empathy, and attention to detail.