Customer Relationship Officer

Job Overview:

We are seeking a dedicated and customer-focused Customer Relationship Officer (CRO) to join our team in the watch industry. The CRO will play a pivotal role in maintaining strong relationships with customers, ensuring their satisfaction with our products, and delivering exceptional service. This individual will be responsible for engaging with customers to understand their needs, addressing inquiries, and providing expertise on our wide range of watches, from luxury timepieces to everyday wear.

Key Responsibilities:

• 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.