Customer Relation Executive

Confidential Company

•Welcome the customer and engage with them to understand their requirement.

•Assigning sale staff to assist customers.

•Staying up to date on company products and policies to provide accurate information to customers.

•Handling in-store customer inquiries promptly and resolving issues in a timely manner.

•Communicating with customers through various channels such as phone call, email, WhatsApp broadcast in case of any occasions, such as weddings, birthdays or marketing campaigns and making all the arrangements to handover special gifts to the customers.

•Keeping accurate records of customer tele calling activities and all interactions with customers, while ensuring to respect and maintain data confidentiality.

•Updating the CFF data collected by the sales staff in the system and preparing a CRM report to submit to the regional CRM team.

•Responding to Email enquiries to customers and escalating to Store Manager and Regional CRM in case of escalation.

Functional Responsibilities

•To ensure 100% customer data collection and escalating to the store manager if necessary.

•Conducting customer satisfaction surveys and gathering feedback especially, who leave without making a purchase and updating the same in the Lost Customer Data (LCD) tracker.

•Maintaining the Lost customers Data Report by updating the reasons for their loss.

•Daily check and update the Google review comments of their store and reporting the performance of every staff member as per the reviews posted.

•Preparing monthly Google review, Staff Performance, CRM data collection, LCD report, direct marketing, and complaint reports to Regional CRM.

•Support sales team in sales activities during peak hours and if salesperson is occupied with other customers.

•Adhering to the company grooming policy and being well-groomed as per the guidelines.

•Provide support to the marketing team for potential customer visits and exhibitions

•Overall, enhancing the customer shopping experience inside the store.