Customer Relations Manager

Celes'tile: The Home & Bath Boutique; Hyderabad; On-site; INR 279,000 - 390,600; Full time

Job summary

Celestile: The Home & Bath Boutique in Hyderabad is seeking an individual to engage with customers and manage lead follow-ups. This role involves presenting luxury home decor offerings, coordinating with design teams, and ensuring high standards of customer service.

The successful candidate will act as a primary contact post-sales, providing updates on order processing and liaising with logistics. A strong focus on customer satisfaction and relationship building is essential.

Responsibilities

• Contact and follow up with leads from digital platforms.
• Explain Celestile's luxury home decor offerings to customers.
• Qualify prospects and persuade leads to visit the showroom.
• Record interactions and details in the CRM system.
• Schedule and confirm customer appointments.
• Maintain communication professionalism and customer engagement.
• Act as the main point of contact post-sales.
• Provide updates on order processing and installation.
• Ensure timely order execution with logistics teams.
• Schedule installation appointments and monitor quality.
• Register customer complaints and ensure resolution.
• Conduct follow-ups to assess customer satisfaction.
• Build long-term customer relationships.
• Prepare daily and weekly MIS reports.
• Support showroom operations during peak hours.
• Represent Celestile at customer touchpoints.

Job description

Responsibilities

• Proactively contact and follow up with leads generated through digital platforms, including Facebook and Instagram.
• Professionally present and explain Celestile's premium interior and luxury home decor offerings to prospective customers.
• Qualify prospects, address customer queries, and effectively persuade interested leads to schedule showroom visits.
• Accurately record lead interactions, follow-ups, and customer details in the CRM system.
• Coordinate with sales consultants and design teams to schedule and confirm customer appointments.
• Maintain high standards of call etiquette, communication professionalism, and customer engagement in line with brand guidelines.
• Post‑Sales: CRM, Customer Experience, and Support.
• Act as the primary point of contact for customers after sales closure, ensuring seamless communication.
• Provide timely and transparent updates on order processing, dispatch, delivery, and installation status.
• Liaise with logistics, warehouse, and operations teams to ensure timely and accurate order execution.
• Schedule installation appointments and monitor service quality to meet Celestile's standards.
• Register customer complaints or concerns in the CRM system and ensure resolution within defined turnaround times (TAT).
• Conduct post‑installation follow‑ups to assess customer satisfaction and service experience.
• Build and nurture long‑term customer relationships to drive repeat business and referrals.
• Maintain structured CRM documentation and prepare daily and weekly MIS reports for management review.
• Provide operational support to the showroom during peak business hours, as required.
• Represent Celestile professionally at all customer touchpoints, upholding the values of a luxury lifestyle brand.