Customer Relationship Officer

1 day ago

Hyderabad, India Titan Company Full time

Job Description

- Customer Support: Act as the primary point of contact for customers, providing assistance via phone, email, in-person, and online chat. Address inquiries related to watch features, warranty, repairs, and product availability.
- Product Expertise: Offer expert guidance on watch types (luxury, mechanical, quartz, smartwatches, etc.), features, and maintenance. Help customers choose the right product based on their style and requirements.
- Relationship Building: Develop and nurture long-term relationships with customers, ensuring repeat business through personalized service and follow-up.
- Sales Support: Assist customers in making informed purchasing decisions. Upsell and cross-sell accessories such as straps, cases, and other related products to increase revenue.
- After-Sales Service: Coordinate and manage post-purchase services such as repairs, exchanges, and warranty claims. Ensure that customers are satisfied with the quality of their purchase.
- Customer Engagement: Engage with customers through social media platforms, ensuring timely responses to inquiries and addressing any concerns. Maintain positive brand representation across various channels.
- Feedback Collection: Gather customer feedback on products, services, and experiences to improve the overall customer journey.
- Problem Resolution: Address and resolve any customer complaints or issues related to products, services, or delivery with a focus on customer satisfaction and retention.
- Monitor Trends: Stay up-to-date on market trends in the watch industry, competitor products, and customer preferences to provide valuable insights to management.

Qualifications and Skills:

- Education: Bachelor's degree in Business, Marketing, or related fields (preferred).
- Experience: Previous experience in customer service, sales, or a customer relationship management role, preferably within the retail or luxury goods industry.
- Product Knowledge: Strong understanding of different types of watches (mechanical, automatic, quartz, smartwatches) and watch brands (luxury or mainstream).
- Excellent Communication: Exceptional verbal and written communication skills to engage with customers effectively.
- Problem-Solving Skills: Strong ability to handle difficult situations and resolve customer complaints efficiently.
- Attention to Detail: Ability to provide precise information regarding watch features, maintenance, and repairs.
- Sales Skills: Experience in upselling and cross-selling products, with a keen ability to understand and anticipate customer needs.
- Technological Proficiency: Comfortable using CRM software and digital tools to manage customer interactions and track sales. Familiarity with social media platforms for customer engagement is a plus.
- Customer-Oriented Attitude: A passion for delivering excellent customer service and building lasting customer relationships.
- Multilingual (Optional): Ability to speak additional languages is an advantage, particularly for international customers.

Preferred Experience:

- Previous experience in the watch or luxury goods industry is a plus.
- Knowledge of watch servicing and repair processes is beneficial.

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