Customer Relationship Manager

Divya Saxena; Gurugram District; On-site; INR 210,000 - 300,000; Full time

Benefits offered by this job

Performance bonus

Festive Bonus

Job summary

Divya Saxena is seeking a customer service/relations professional to manage inquiries via WhatsApp, calls, and social channels. You will understand client requirements, explain designs and pricing, and drive orders to completion.

The role emphasizes follow-up, relationship-building, and coordination with design/production teams to meet delivery timelines. Prior customer service experience is preferred.

Qualifications

• Excellent communication and clear, professional language in all customer interactions.
• Ability to understand customer requirements, preferences and budgets to tailor solutions.
• Proven skills in following up, coordinating with teams, and moving inquiries toward orders.
• Strong organizational skills to manage multiple orders, timelines, and updates.
• Basic computer skills; familiarity with WhatsApp Business, Excel, and Google Sheets expected.
• Positive, patient, customer-first approach and problem-solving attitude.

Responsibilities

• Handle customer inquiries through WhatsApp, phone calls, Instagram, and other communication channels.
• Understand customer requirements, preferences, budgets, and design expectations.
• Explain cake designs, flavours, sizes, pricing, customization options, and delivery timelines.
• Follow up with potential customers and convert inquiries into confirmed orders.
• Maintain strong relationships with existing customers and encourage repeat purchases.
• Coordinate with the cake design and production team to ensure orders are completed as promised.
• Manage customer orders, advance payments, order confirmations, and delivery schedules.
• Maintain customer databases and update order details accurately.
• Resolve customer complaints professionally and provide timely solutions.
• Follow up after delivery to collect feedback and improve customer satisfaction.
• Inform customers about new designs, seasonal offers, and special promotions.

Skills

Excellent communication

Interpersonal skills

Strong customer-handling

Follow-up & coordination

Organizational skills

Basic computer knowledge

Positive customer-first mindset

Tools

WhatsApp Business

Excel

Google Sheets

Job description

Role & responsibilities

• Handle customer inquiries through WhatsApp, phone calls, Instagram, and other communication channels.
• Understand customer requirements, preferences, budgets, and design expectations.
• Explain cake designs, flavours, sizes, pricing, customization options, and delivery timelines.
• Follow up with potential customers and convert inquiries into confirmed orders.
• Maintain strong relationships with existing customers and encourage repeat purchases.
• Coordinate with the cake design and production team to ensure orders are completed as promised.
• Manage customer orders, advance payments, order confirmations, and delivery schedules.
• Maintain customer databases and update order details accurately.
• Resolve customer complaints professionally and provide timely solutions.
• Follow up after delivery to collect feedback and improve customer satisfaction.
• Inform customers about new designs, seasonal offers, and special promotions.

Preferred candidate profile

• Excellent communication and interpersonal skills.
• Strong customer-handling and relationship-building abilities.
• Good follow-up, coordination, and organizational skills.
• Basic computer knowledge and familiarity with WhatsApp Business, Excel, and Google Sheets.
• Ability to handle multiple customer inquiries and orders efficiently.
• A positive attitude, patience, and a customer-first mindset.
• Previous experience in customer service, sales, or relationship management is preferred.

Perks and benefits

performance bonus

Perks and benefits

Festive Bonus, Performance bonus