Customer Experience Executive

1 week ago

Kozhikode, Kerala, India COSMOS SPORTS WORLD LLP Full time ₹ 1,44,000 - ₹ 1,80,000 per year

Job Summary:

To enhance the overall Customer Experience by effectively managing leads, handling missed customers, connecting with potential customers, ensuring prompt response to calls and Google My Business (GMB) queries, and delivering a warm welcome and goodbye experience at the store. The Customer Experience Executive will play a key role in converting leads to store walk-ins and strengthening customer relationships.

Key Responsibilities:

  1. Lead Management

  2. Connect with leads received through calls, online platforms, and marketing channels.

  3. Convert qualified leads into store walk-ins through effective communication and follow-ups.

  4. Maintain lead status and regularly update the tracker with outcomes.

  5. Customer Conversion Follow-up

  6. Analyze reasons why walk-in customers did not make a purchase and identify areas for improvement in store experience or product availability.

  7. Coordinate with the store and sales team to implement corrective actions that enhance conversion rates.

  8. Customer Communication

  9. Attend all inbound customer calls promptly and provide product or service information.

  10. Follow up with customers who visited but didn't purchase, offering assistance or updates on products, offers, or availability.
  11. Support customers with queries related to stock availability, pricing, or ongoing offers.

  12. Maintain courteous and professional communication at all times.

  13. GMB (Google My Business) Management

  14. Respond to customer reviews, queries, and messages on GMB.

  15. Encourage satisfied customers to share positive reviews.

  16. Escalate critical feedback to the Store Manager for resolution.

  17. In-Store Customer Experience

  18. Greet customers warmly on arrival and ensure a pleasant closing interaction.

  19. Create a friendly, helpful environment that makes every visitor feel valued.
  20. Support the store team in maintaining a high standard of customer service and store ambience.

Key Result Areas (KRAs):

  • Lead Conversion Rate (Leads to Walk-ins)
  • Missed Customer Recovery Rate
  • Call Response and Resolution Time
  • GMB Engagement & Review Ratings
  • In-store Customer Satisfaction Feedback

Preferred Skills:

  • Excellent communication and interpersonal skills
  • Customer-first mindset with a friendly and positive attitude
  • Confidence in handling calls and digital customer interactions
  • Good coordination and follow-up ability
  • Familiarity with CRM tools or lead tracking (preferred)

Qualifications & Experience:

  • Graduate (any discipline)
  • 1–3 years of experience in customer service, retail, or front office roles (preferably in retail or sports sector)

Job Types: Full-time, Permanent

Pay: ₹12, ₹15,000.00 per month

Work Location: In person

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