Job Description

1. Role Overview

The Customer Relationship Executive will be responsible for ensuring high customer satisfaction, smooth showroom interactions, and maintaining long-term client relationships. This role supports sales, manages customer follow-ups, and enhances the MDJ service experience in line with brand standards.

2. Key Responsibilities

A. Customer Handling & Service

Welcome and engage customers with warmth, professionalism, and brand etiquette. Understand customer needs and guide them to the respective sales executive. Maintain customer comfort -- seating, water, hospitality, queue management. Address customer concerns promptly and escalate when required. Ensure guests leave with a positive experience.

B. Customer Relationship Management

Maintain accurate customer data in CRM. Execute follow-up calls for: Enquiries Wishlist products Repeat purchase reminders Event invitations (Utsav, Anniversaries, New launches) Track NPS and collect customer feedback politely. Manage special customer segments (Bridal, High-value clients, Repeat customers).

C. Coordination & Operational Support

Coordinate with Sales, Cash, Accounts, and Store Manager for smooth workflow. Assist during rush hours, campaigns, and events. Support with billing corrections, exchange/repair updates, and delivery status. Maintain service desk documentation (complaint register, follow-up sheet, CRM logs).

D. Communication & Brand Representation

Maintain MDJ greetings, tone, communication format, and professional appearance. Provide accurate information regarding collections, offers, schemes, and policies. Ensure consistent customer communication through WhatsApp, calls, SMS as per guidelines.

3. Skills Required

Strong communication skills (Hindi, English; Bengali preferred for Kolkata). Customer-first mindset with patience and empathy. Smart grooming and good body language. Basic computer & CRM handling skills. Ability to handle multiple customers calmly. Follow-up discipline and attention to detail.

4. Performance Metrics (KPIs)

Customer satisfaction score (NPS). Number and quality of follow-ups completed. Repeat customer footfall contribution. Service desk turnaround time. Accuracy of CRM data entry. Hospitality quality and showroom ambience support.
Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

Health insurance Leave encashment
Work Location: In person