Customer Relationship Management Executive (CRM)

Krishna Jewellers Pearls And Gems; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Health Insurance

Provident Fund

Paid Leave

Career Growth Opportunities

Yearly Bonus

Supportive and Professional Work Env.

Job summary

Krishna Jewellers Pearls & Gems Pvt. Ltd. is seeking an experienced Customer Relationship Management Executive to lead post-purchase service and ensure exceptional customer journeys.

The role focuses on being the single point of contact for customer inquiries, updates on orders and repairs, and coordinating with Sales, Operations, and Loyalty teams. The ideal candidate will have 5+ years in CRM or related roles, with excellent communication, follow-up, and problem-solving skills, and a

Qualifications

• Bachelor's Degree required.
• Experience in Customer Relationship Management or related fields is essential.
• Excellent communication and customer service skills are required.

Responsibilities

• Act as the single point of contact for customers after purchase.
• Build and maintain strong relationships with customers to ensure a positive experience.
• Provide prompt responses to customer inquiries through phone, email, WhatsApp, or other channels.
• Regularly update customers on the status of orders, repairs, and product deliveries.
• Coordinate with internal departments to resolve queries and track pending requests.
• Identify delays or issues and escalate appropriately to ensure timely resolution.
• Support retention initiatives and gather customer feedback for process improvements.
• Maintain accurate customer records and prepare status reports using MS Excel and Word.

Skills

Verbal & Written communication

Follow-up & engagement

Customer relationship

MS Excel

MS Word

Interpersonal skills

Problem-solving

Attention to detail

Education

Bachelor's Degree

Tools

MS Excel

MS Word

Job description

Customer Relationship Management Executive (CRM)

Location: Hyderabad
Department: Customer Experience / Customer Relations
Reports To: Management

Job Summary

Krishna Jewellers Pearls & Gems Pvt. Ltd. is seeking an experienced and customer-centric Customer Relationship Management to lead and manage customer service operations. The role will serve as the single point of contact for customers post-purchase, ensuring exceptional service throughout their journey. The Customer Relationship Management Executive will be responsible for handling customer queries, providing updates on orders, repairs, and selections, coordinating with internal departments, managing escalations, and ensuring timely resolution of customer concerns. The ideal candidate should have excellent communication skills, strong follow-up abilities, and a proven track record in delivering outstanding customer service and customer satisfaction.

Key Functional Skills (Priority Order)

1. Excellent Verbal & Written Communication Skills
2. Strong Follow-up & Customer Engagement Skills
3. Customer Relationship & Customer Management Skills
4. MS Excel & MS Word Proficiency
5. Interpersonal Skills & Cross-Functional Coordination
6. Problem-Solving & Escalation Management
7. Attention to Detail & Process Orientation

Key Responsibilities

Customer Relationship Management

• Act as the single point of contact for customers after purchase.
• Build and maintain strong relationships with customers to ensure a positive experience.
• Provide prompt responses to customer inquiries through phone, email, WhatsApp, or other communication channels.

Order & Service Updates

• Regularly update customers on the status of orders, repairs, custom selections, and product deliveries.
• Ensure customers receive timely and accurate information regarding their requests and service requirements.
• Maintain proper records of customer interactions and follow-ups.

Coordination & Follow-up

• Coordinate with internal departments including Sales, Operations, Inventory, Repairs, Administration, Loyalty Program, GBS, and other support teams to resolve customer queries.
• Track pending customer requests and ensure timely closure.
• Follow up proactively with departments to obtain updates and communicate them to customers.

Escalation Management

• Identify service delays or unresolved customer concerns and elevate them appropriately.
• Actively monitor escalated cases until resolution.
• Ensure customer concerns are addressed professionally and within committed timelines.

Customer Experience Enhancement

• Support customer retention initiatives and loyalty program activities.
• Gather customer feedback and share insights with management for process improvement.
• Ensure a high standard of customer satisfaction throughout the customer lifecycle.

Reporting & Documentation

• Maintain customer records, service logs, follow-up trackers, and escalation reports.
• Prepare daily, weekly, and monthly status reports using MS Excel and Word.
• Ensure all customer-related data is updated accurately and confidentially.

Qualifications

• Any Bachelor's Degree.
• Customer Service, Hospitality, Retail, or Relationship Management background preferred.

Experience

• Minimum 5+ years of experience in Customer Relationship Management, Customer Service, Client Servicing, Customer Success, or Relationship Management.
• Experience in handling high-value customers and managing end-to-end customer interactions.
• Experience in Retail, Jewellery, Luxury Retail, Hospitality, Banking, or Premium Customer Service environments will be preferred.
• Proven track record of customer retention, issue resolution, and cross-functional coordination.

Key Competencies

• Customer-Centric Approach
• Relationship Building
• Professional Communication
• Ownership & Accountability
• Coordination & Teamwork
• Conflict Resolution
• Time Management
• Attention to Detail

Benefits

• Health Insurance
• Provident Fund
• Paid Leave
• Career Growth Opportunities
• Yearly Bonus
• Supportive and Professional Work Environment