Customer Relationship Management Executive (CRM)

Customer Relationship Management Executive (CRM)

Location: Hyderabad
Department: Customer Experience / Customer Relations
Reports To: Management

Job Summary

Krishna Jewellers Pearls & Gems Pvt. Ltd. is seeking an experienced and customer-centric Customer Relationship Management to lead and manage customer service operations. The role will serve as the single point of contact for customers post-purchase, ensuring exceptional service throughout their journey. The Customer Relationship Management Executive will be responsible for handling customer queries, providing updates on orders, repairs, and selections, coordinating with internal departments, managing escalations, and ensuring timely resolution of customer concerns. The ideal candidate should have excellent communication skills, strong follow-up abilities, and a proven track record in delivering outstanding customer service and customer satisfaction.

Key Functional Skills (Priority Order)

1. Excellent Verbal & Written Communication Skills
2. Strong Follow-up & Customer Engagement Skills
3. Customer Relationship & Customer Management Skills
4. MS Excel & MS Word Proficiency
5. Interpersonal Skills & Cross-Functional Coordination
6. Problem-Solving & Escalation Management
7. Attention to Detail & Process Orientation

Key Responsibilities

Customer Relationship Management

• Act as the single point of contact for customers after purchase.
• Build and maintain strong relationships with customers to ensure a positive experience.
• Provide prompt responses to customer inquiries through phone, email, WhatsApp, or other communication channels.

Order & Service Updates

• Regularly update customers on the status of orders, repairs, custom selections, and product deliveries.
• Ensure customers receive timely and accurate information regarding their requests and service requirements.
• Maintain proper records of customer interactions and follow-ups.

Coordination & Follow-up

• Coordinate with internal departments including Sales, Operations, Inventory, Repairs, Administration, Loyalty Program, GBS, and other support teams to resolve customer queries.
• Track pending customer requests and ensure timely closure.
• Follow up proactively with departments to obtain updates and communicate them to customers.

Escalation Management

• Identify service delays or unresolved customer concerns and escalate them appropriately.
• Actively monitor escalated cases until resolution.
• Ensure customer concerns are addressed professionally and within committed timelines.

Customer Experience Enhancement

• Support customer retention initiatives and loyalty program activities.
• Gather customer feedback and share insights with management for process improvement.
• Ensure a high standard of customer satisfaction throughout the customer lifecycle.

Reporting & Documentation

• Maintain customer records, service logs, follow-up trackers, and escalation reports.
• Prepare daily, weekly, and monthly status reports using MS Excel and Word.
• Ensure all customer-related data is updated accurately and confidentially.

Qualifications

• Any Bachelor's Degree.
• Customer Service, Hospitality, Retail, or Relationship Management background preferred.

Experience

• Minimum 5+ years of experience in Customer Relationship Management, Customer Service, Client Servicing, Customer Success, or Relationship Management.
• Experience in handling high-value customers and managing end-to-end customer interactions.
• Experience in Retail, Jewellery, Luxury Retail, Hospitality, Banking, or Premium Customer Service environments will be preferred.
• Proven track record of customer retention, issue resolution, and cross-functional coordination.

Key Competencies

• Customer-Centric Approach
• Relationship Building
• Professional Communication
• Ownership & Accountability
• Coordination & Teamwork
• Conflict Resolution
• Time Management
• Attention to Detail

Benefits

• Health Insurance
• Provident Fund
• Paid Leave
• Career Growth Opportunities
• Yearly Bonus
• Supportive and Professional Work Environment